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Effective call handling of medical issues that arise during a clinical trial requires much more than checking a list of the required medical monitors for a specific country.

Help desk analysts who handle incoming calls from the principal investigators of a trial (PIs), and sometimes patients, need to be equipped with the necessary background information to follow approved procedures and to make intelligent judgments. These “field agents” determine which calls should be escalated for medical information, and which calls can be resolved at first-call resolution directly from the contact center.


A Global Approach

Because of the frequently global nature of clinical trials (that is, trials being conducted in different countries either simultaneously or in stages, or companies conducting different types of trials in many countries), the best clinical support contact centers provide multilingual support and, of course, abide by the necessary country-specific regulations.

Yet there’s another critical component, one that is too easily overlooked: the ability to ensure consistent services in any country at all hours, day or night. Call it centralized, streamlined, or unified — the structuring of contact centers in this way pays dividends in allowing your clinical trial programs to be interconnected, especially in terms of knowledge-sharing, data collecting and maximizing operational efficiencies.


The Three Golden Rules

At C3i Healthcare Connections, we recognize that even if the total number of incoming calls are minimal during a clinical trial, which is more often than not the case, each and every call and interaction needs to be handled with the utmost importance and urgency. In planning clinical contact center support programs, we consider these top factors:


In clinical support services, the role of agents should not be overlooked. They serve as an important bridge, where pharmaceutical companies and trial leaders depend on agents to deliver medical connection services in a timely way, through a reliable process.


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