Professional Contact Center
PPD's professional contact center provides seamless information support for pharmaceutical and biotech companies and their internal and external customers, including health care professionals, consumers and sales representatives. Since 1991, we have processed and managed more than 11 million product inquiries across a wide range of therapeutic areas.
Our professional contact center staff is highly trained in recognizing and documenting adverse events and product complaints. Our experience and focus on quality and customer service help cultivate customer loyalty and ensure regulatory compliance.
Services
PPD's professional contact center offers customized, flexible solutions to meet clients' needs for post-approval medical information and product support needs. We provide:
- Highly-trained and experienced health care professionals and medical communications staff
- Cost-effective communications support, tailored in scope and scale to match clients' objectives and sourcing needs
To conduct these communications programs, the professional contact center offers:
- Inbound and outbound medical and drug information services for health care professionals, consumers and sales representatives
- Around-the-clock coverage 365 days a year, including after-hours support and interactive voice response (IVR)-based systems
- Crisis management for planned and unplanned events
- Flexible staffing solutions to handle volume fluctuations
- Internet inquiry management support and Web-based programs
- Adverse event and product complaint documentation
- Inbound and outbound adherence program support
- Custom-designed computer and telecommunications applications
- Medical writing, literature search and bibliography services
- Fulfillment services
Technology Resources
The professional contact center is supported by a robust, multiplatform infrastructure. We can use your company's customer relationship management (CRM) database or we can serve your customers with PPD's in-house platform.
