Centerfirst

Centerfirst is a contact center insights company working solely within the pharmaceutical industry. We provide high-value guidance and insights through enhanced quality monitoring of internal and outsourced contact center interactions with patients, HCPs, and caregivers. Our services include consulting on quality monitoring programs, evaluating pharma contact center interactions, developing insights from monitoring data, and presenting insights in a way that allows pharma leaders to make confident decisions and ensure their contact centers are achieving industry-leading performance. As an independent service provider with extensive pharma industry expertise and FDA inspection-ready protocols, we deliver high-quality, unbiased insights at the agent, customer, and program levels that traditional quality monitoring does not. In addition to insights, we provide our clients with transparency into their contact center and ensure adherence to regulatory and compliance protocols. We have reviewed interactions through a variety of channels - including voice, email, web inquiry, and chat - at contact centers that are structured as either single, multi-, or omnichannel. To make this possible, we hire team members who have healthcare and pharma experience, and more than 50% are experienced healthcare professionals. We have extensive expertise in all contact centers that support the pharmaceutical industry: Access and Reimbursement, Patient Support, Medical Information, and Inside Sales. As pharma interactions become less centralized and take place across phone, text, video call, and more, we will continue to adapt to serve current and new client needs. We view each client as a partner, working together to develop a quality monitoring program that meets the client's goals, provides innovative analytics producing high-quality insights, and consultative expertise. And, most importantly, we will always keep a keen focus on our vision to improve the patient experience.