Revolutionizing Global Call Center Complaint Management

The Client

The client is a U.S.-based pharmaceutical company and an innovator of life-saving medicines.

The Challenge

Initially, the client's call center managed all complaint intake within the U.S., a task handled by a contracting company at the time. However, their responsibilities expanded significantly when they began handling complaints globally. This transition led to a substantial increase in the volume of complaints received regularly.

Adding to the complexity was the high turnover rate within the call center, which exacerbated the difficulties of managing the growing influx of calls and emails. Frequent staff changes made it challenging to maintain consistency and efficiency in handling complaints that could impact patient safety or involve faulty products. Finding a solution to this issue was crucial, as the call center played a vital role in identifying and classifying potentially harmful products, initiating urgent investigations, and involving the FDA or other regulatory bodies when necessary.

The Actalent Solution

Actalent's primary goal was to provide skilled talent capable of supporting the client's expanded scope of work, including the migration of data and the additional responsibilities associated with global complaint management. To achieve this, Actalent implemented a comprehensive strategy that ensured seamless integration and efficient handling of the increased workload. This involved not only sourcing and placing qualified talent, but also ensuring they were well-prepared to meet the demands of the global operation.

Actalent took direct oversight of the training and management of the call center team members. This included a rigorous onboarding process lasting 90 days, followed by six months of training. By providing thorough training and continuous support, Actalent ensured that the team was equipped to handle all incoming complaints efficiently. Additionally, Actalent assumed full management of the complaint intake process, relieving the client of this burden and allowing them to focus on other critical areas of their business. This solution not only improved the consistency and quality of complaint handling, but also enhanced the overall efficiency and effectiveness of the client's call center operations.

The Results

Actalent's solution has yielded significant benefits for both the team and the client. The client has successfully retained talent and fostered growth and development opportunities, allowing for the promotion of the most tenured member to a team lead position and the creation of a specialist II role, which did not originally exist.

The team's efficiency and effectiveness have also led to substantial cost savings for the client. On average, the team responds to complaints with a one-day turnaround time to initiate investigations and complete questionnaires. Depending on the complexity, the initial response can take anywhere from 30 minutes to three hours. Follow-up procedures, including contacting patients and handling complaint samples, are managed within a five-day window, ensuring thorough and timely resolutions. The team lead plays a crucial role in training new members, providing comprehensive guidance on systems and procedures, which takes about six months. This meticulous training process, combined with the team's dedication to safety and accuracy, has resulted in impressive performance metrics, with response accuracy rates improving from 94% in 2021 to 100% in 2024.