Customer Success Story
Contact Center Oversight Case Study
Centerfirst helps a top-20 bio-pharma medical information organization control costs, meet compliance requirements, and delight customers.
Background
Who working in a contact center has been asked to do more with less? Everyone, of course! Just when you think you have heard and done everything you can think of to eliminate costs while maintaining compliance and sustaining customer service, a new idea comes along. That’s what our client told us when we introduced them to Centerfirst’s contact center solutions.
Centerfirst Outsourced QM is like having all the functions of an internal QM program but only paying for services we need.
-Client Medical Information Manager
Actions
Centerfirst has worked with dozens of clients to learn their products and processes, stay on top of the day-to-day changes occurring in their contact center, and run an outsourced quality management program that exactly meets the needs of the organization. That’s what we did for our top-20 biotech client’s medical information group. Centerfirst evaluated calls, provided detailed reports, and calibrated both individual and group results.
Results
In a 5-person medical information contact center, our client saved 1/2 FTE per year by outsourcing their QM program to Centerfirst.