CenterFirst has proven that the best management tools for ensuring continuous improvement are monitoring and coaching. 

Pharmaceutical contact center managers know the importance of monitoring agents for medical accuracy, regulatory compliance, and customer service. CenterFirst’s Independent Quality Monitoring Service was designed for contact center managers who recognize the importance of this critical function, but may not have the internal resources to achieve their monitoring goals.

CenterFirst’s Call Quality Monitoring Service is easy to implement and delivers professional, accurate, and actionable results. We work with your company’s call center management—whether internal or outsourced—to implement confidential remote listening technology, develop standards for evaluation, and update as needed to remain current. The outcome of the call monitoring is shared immediately, or at a pre-determined interval, with our client.

CenterFirst deploys both healthcare professionals and non-healthcare professionals to carry out the monitoring, ensuring the highest level of accuracy and client confidence.

Read how our Monitoring and Coaching services helped Genentech find significant savings throughout their contact center programs.