Adverse Event and Product Quality Event Handling

In 2003 Telerx partnered with one of its major pharmaceutical clients on its newly-formed DTC programs. It began with two branded DTC products and six representatives dedicated to call handling. Today, that same program simultaneously supports call activity associated with over a dozen different marketing campaigns, requiring a team of more than 100 representatives.

The team handles consumer adverse events and product quality complaints (AE/PQCs) related to medications for pain, allergies, blood pressure, overactive bladder, cholesterol, bipolar disorder, erectile dysfunction, asthma, gastroenterology, smoking cessation, and more.

Telerx was selected as the client’s preferred partner because of its extensive pharmaceutical experience and demonstrated expertise in handling complex and sensitive consumer interactions. In fact,Telerx handles adverse events and/or product quality complaints (AE/PQCs) for more than 90% of its client programs. Telerx consistently provides the desired customer experience while capturing all relevant data and reporting information in a timely fashion as required by law.

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