Center First Exp At 1st Contact 2010

“ Expertise at First Contact” submitted by CenterFirst Consulting, LLC

Table of Contents ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],03/02/10

Mission and Services 03/02/10 ,[object Object],Mission Services

[object Object],[object Object],[object Object],[object Object],[object Object],03/02/10 Global Contact Center Design and Implementation “ Our pharma experts work to design and implement the best contact center solution for achieving your business objectives”

[object Object],[object Object],[object Object],[object Object],[object Object],03/02/10 Patient Adherence Programs “ Our turnkey patient adherence programs use the contact center channel to generate the ROI you demand for your brand”

[object Object],[object Object],[object Object],03/02/10 Outbound Contact Center Sales Improvement “ Our professionals help turn your contact center into a revenue generating competitive advantage”

[object Object],[object Object],[object Object],03/02/10 Training and Performance Improvement “ To be successful, contact center professionals need access to the right information, the authority to provide the information, and empathy for the customer* – We train for success” * - Fred Smith – CEO of FedEx in an article entitled “The Littlest Things are the Biggest Things”

[object Object],[object Object],[object Object],[object Object],[object Object],03/02/10 Independent Quality Monitoring “ Our expertise and independence give you confidence in your quality monitoring program”

[object Object],[object Object],[object Object],[object Object],03/02/10 Regulatory Compliance Documentation “ Our expertise in regulation and contact center operations ensures your center operates with compliance and efficiency ”

Leadership Team ,[object Object],[object Object],Pete Guillot ,[object Object],[object Object],Bill Mugavin ,[object Object],[object Object],Ann McDonnell

Case Study #1 - Maximizing the Use of the Contact Center Channel via Patient Adherence and Compliance Programs Top 10 Global Pharma Company Case Study: Q4, 2009

03/02/10 Issue: (1) Are we using the contact center channel effectively, and (2) Are we prepared to support our current and future portfolio? Defined Strategy Channel Process $500,000 (~10% of annual budget) in program cost savings recovered and redirected toward improved program effectiveness and capabilities Outcome Resolution: Defined strategy and channel processes optimized brand use of contact center channel

Case Study #2 - Cross-Functional Governance and Global Contact Center Approach Medium Sized Global Pharma Company Case Study: Q1-Q4, 2009

03/02/10 Resolution: Contact center governance and global contact center approach were developed with management to deliver company-wide advancements Governance Process Global Approach Outcome Improved regulatory compliance, decreased cost per call, advanced cross-functional, cross-company metrics and reporting Issue: (1) How can we improve cross-functional coordination, (2) How do we prepare the contact center organization to support our global growth?

Case Study #3 - Concept Design & Development and Full Implementation of Medical Information Contact Center Top 10 Global Pharma Company Case Study: Q1 & Q2, 2009

03/02/10 Concept Generation Resolution: New Medical Information contact center was designed and implemented to deliver in-depth medical content with each customer interaction Outcome Develop & Implementation Medical Resources Wins President’s Award for Outstanding Achievement Issue: How do we increase the impact made by the Medical Resources on our customers when and how they want it?

Case Study #4 – Maximizing Contact Center (Inside) Sales to Cover Growing Product Mix and Customer Base Top 10 Global Pharma Company Case Study: Q1 2010

03/02/10 Resolution: Develop new contact center (Inside) sales skills to deliver critical account coverage for pharma sales division Inside Sales Framework Targeted Approach Outcome Strategy Approved and Recommendation has Moved to Implementation Planning Issue:: In light of the changes to the product mix, how can the contact center (inside )sales team best support the overall sales performance of the division?

References and Testimonials ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],03/02/10 "We used CenterFirst when we needed to build and develop our entire organization. We started from scratch and have had great results throughout the process." “ CenterFirst consistently brought the right level of expertise in both strategy and operations that helped us advance in this increasingly critical area of our business."

Process Model 03/02/10 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Model Description

“ Expertise at First Contact” 03/02/10

Center First Exp At 1st Contact 2010

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