Bayer Healthcare Pharmaceuticals consulted with CenterFirst for contact center strategy and organization design, as well as the development, training, and implantation of an FDA compliant quality system.

CenterFirst provided in-depth industry benchmarking to ensure Bayer’s contact center would meet the organization’s quality and performance standards. The benchmarking was a key component in the development of Bayer’s global contact center strategy and design.

Because this contact center would begin handling adverse events and product quality complaints in addition to its role in disseminating medical information, the contact center required the development of a FDA compliant quality system. CenterFirst developed the quality system, as well as creating and delivering the training programs used for implementation and ongoing operations. This client has presented the results of the project at several industry conferences and highlighted the value of using CenterFirst’s expertise in developing and implementing their contact center.