More Than a Call Center—A Patient Experience Center
Our passionate agents live by the motto “The patient experience starts with me.”
Compassionate, knowledgeable agents are an extension of your brand team
Agents are evaluated by brand performance, not simply by call volume and metrics
Our culture of excellent service promotes dedicated care
Our Agents Have Top-Tier Pharmaceutical and Healthcare Backgrounds
We do not outsource our patient-support functions
Agents focus on empathy and understanding the patient situation along with role-specific skills
Extensive 5-week training curriculum for all new agents that covers brand, therapeutic class, pharmacy processing, and disease-state knowledge
Every Call Is a Unique Experience
This overarching mind-set drives us to help every patient with their unique needs.
- Over 35,000 patients directly assisted per month
- Over 40,000 pharmacy technicians directly serviced per month
- Average 40% lift in unfilled to filled scripts by outbound-call campaigns
- North Carolina-based, wholly company-owned center
15% annualized attrition rate well below the U.S. average of 33% as reported in the Global Call Center Report by Cornell University
Percentage of full-time employee staff well exceeds industry averages
Turnover rate Is significantly less than that of typical call centers
We Use Best-in-Class Technology
Best-in-class technology enables our agents to create deeper patient engagements.
Calabrio ONE Workforce Optimization suite equips agents to assist patients in multiple ways
Interacting with patients through voice, text, and email messaging allows patients to receive information in a way that’s most useful to them
Detailed analysis of call resolutions, and not just counts of call volumes and times
Discover how our approach has helped millions of patients access their medications.