Patients and Doctors Alike Enjoy World-Class Care
When the client made the decision to outsource to Telerx five years ago, it steadfastly held to a preconceived notion that certain calls – particularly those received from physicians and pharmacists – could only be handled by an in-house team.As Telerx demonstrated skillful, efficient handling of sensitive issues within FDA guidelines, the client’s confidence continued to build.Within six months, the program went from handling one specific product to taking consumer calls for an entire suite of products.With that success,Telerx hired and trained a group of pharmacists and began taking product calls from healthcare professionals – assuming responsibility for 97% of all call types.
Because the remaining 3% involved legal concerns that could pose a risk, the client initially opted to keep those calls in-house. By year-end, however, the client was confident Telerx could appropriately handle those calls as well – and the additional 3% was assigned to Telerx.
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