Best practices for contact center client/vendor partnership
Developing a contact center relationship is an investment of time, energy, and money that can yield countless returns if the relationship is valued and viewed as a partnership. Building trust over the long term will lead to effective collaboration, proactive planning, and the peace of mind that your customers experience accurate, trustworthy, balanced, and effective communication on behalf of your company.
During implementation, be prepared to respond to requests for information from the contact center project lead. To lay the foundation, start as you intend to move forward with professional relationships, product training, telecommunications processes, and procedures for inquiry handling. The amount of company culture you share with your point of contact will be handed over to the front-line medical information specialists on the project. Onboarding materials, live training sessions, invitations to town hall–type meetings or even visits to headquarters can build a firm bridge and forge a cohesive line from headquarters to the medical information contact center. That bridge can flow two ways, and you will be surprised by the support, insights, and solutions that will come from medical information specialists who are properly engaged and empowered to represent the brand. Insights passed at a touchpoint can enlighten the project lead to notice a trend that may otherwise be overlooked. A well-informed ambassador will take pride in providing compliant, helpful medical information to the patients and healthcare professionals who contact your company.
To keep things running smoothly, approach regular touchpoints with curiosity. Get to know the project lead, allow time for problem solving, and bring company news that provides context but may not be directly relevant to the project. The project lead’s years of experience from a variety of companies (from startup biopharma to established top 25 Pharma) can bring ideas, insights, and a different perspective to issues. Think long term by sharing company values, goals, and future plans to help the contact center integrate into these company projects.
Med Communications brings over 25 years of dedicated partnership to each new relationship, and our clients vouch for our commitment to excellence and value the customized approach we use to meet their specific needs. The audit-tested project lead listens carefully and takes the initiative to create a service that accurately and compliantly reflects the brands you support. International Medical Information staff bring a diverse background of clinical and/or academic healthcare experience, geographic location, and language, but all share the common purpose of improving patient experience and care through effective medical information and customer service. Our team takes pride in the work we do and views each day as an opportunity to be the voice of our clients to the world. And as a contact center, we truly are that voice.
To learn more: 877-477-0977 or https://medcommunications.com/contact-us.
