Case Study 04
Adverse event management for a device maker
It’s those situations that seem to come out of nowhere that are the real test of your mettle. You get focused and get to work. Along the way, you keep your eye on any adjustments that need to be made to keep on task. But you know, whatever it takes, you just get it done.
Challenge
A major medical device manufacturer had an urgent need to reach patients in the wake of a voluntary product recall. Fortunately, our client was familiar with our professional nurse-staffed call center capabilities, technology and experience. Because a level of trust had already been established—an important component in this extremely sensitive situation—they turned to ThreeWire to manage the high volume of inbound calls and serve as a first-contact for patients responding to media reports and letters from the client’s corporate office.
Strategy
With very little turn-around time, we were able to augment our staff with highly qualified call center agents, supervisors and bi-lingual agents who were organized, tactful and compassionate. In fact, we had only 48 hours between the time we were contacted by our client and the time we had to go “live.” Initial hours of operation were 6 a.m. to 11 p.m., seven days a week, and we needed to deliver a 140-call-per-hour capability. Stat.
Result
By creating a “triage” system, ThreeWire’s professional call center relieved the client of 24,000 initial inquiries, allowing them to perform follow-up and return calls that required their attention. Additionally, we provided comprehensive reports (including caller response and temperament) and quality measurements. We were able to help our client both manage and defuse a difficult situation.
