SITUATION: As one pharmaceutical client grew in size and service, it needed to expand its contact center into a 24/7 environment, and didn’t know where to begin. Luckily, we knew exactly what to do.

SOLUTION: Working in concert with our client, we built a customized and dynamic contact center model to meet their capacity needs and budget. Our innovative contact center infrastructure allowed for a cost-saving method of using dedicated staff during business hours and shared staff after-hours when call volume was lower. We also implemented a custom process for escalating calls that required a subject-matter expert in the after-hours.