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Industry Intelligence > Case Study
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When a market-leading pharmaceutical manufacturerturned to Telerx to handle inbound consumer calls about its over-the-counter products, it placed critical importance on handling safety and quality issues within strict FDA guidelines.
Due to the sensitive and sometimes technical nature of adverse event reporting, the client requested the team be staffed by a combination of customer service representatives and nurses. Nurses would be responsible for handling adverse event reporting and product complaints including foreign materials and potentially mispackaged products. Calls involving accidental ingestion were immediately transferred to poison control.
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Handling Adverse Events
After the program was underway -- and confidence in the team's abilities had been established -- Telerx requested that members of the team who did not have a nursing background be allowed to handle adverse events and product quality complaints on a trial basis. A thorough audit revealed high marks for overall call handling and consistency in meeting quality standards. The team members without nursing experience were shown to be equally competent in handling these critical issues.
Ensuring Quality
To further ensure call quality and data integrity:
- A data quality administrator responsible for conducting daily data integrity checks and adherence to protocol was added to the team.
- Serious cases are immediately brought to the attention of the internal product safety group.
- The CRM system helps flag and isolate serious cases using key words and productsubject combinations. As a back up, the program manager also sends a separate notification email.
Telerx's demonstrated commitment to quality and the performance of all team members earned the client's confidence. The resulting change to staffing guidelines resulted in greater flexibility in recruitment efforts, an increase in job satisfaction for the team - and an overall reduction in labor costs.
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