To address these challenges, the organization partnered with Qinecsa to implement a global Medical Information Call Center (MICC) solution designed to improve caller experience, support regulatory compliance, and provide consistent service for consumers, patients, and healthcare professionals worldwide.

The Challenge: Improving Performance and Reducing Call Abandonment

The client’s existing Medical Information Call Center was experiencing a high call abandonment rate, resulting in customer complaints and operational concerns. This created pressure to improve responsiveness while maintaining the quality standards expected in a highly regulated healthcare environment.

Supporting Global Stakeholders

The organization required a solution capable of supporting global call intake, triage, and follow-up activities across multiple stakeholder groups. This included consumers, patients, and healthcare professionals, each with distinct information needs and service expectations.

In addition to improving performance, the client needed a flexible and scalable model that could support growing demand while maintaining compliance and service consistency across regions.

The Solution: Global Medical Information Call Center Services

Qinecsa implemented a comprehensive Medical Information Contact Center solution, providing support in eight languages and enabling global 24/7/365 coverage. This approach ensured callers could access accurate information and support whenever required.

Enhancing the Caller Experience

A significant focus of the engagement was placed on improving caller experience. Qinecsa invested in internal training and people development to help reduce call handling times and align service delivery with both client expectations and caller needs.

Driving Quality and Consistency

To maintain service quality, the team implemented a structured quality approach that included:

• Increased customer outreach activities
• Routine line testing
• Dummy call programs
• Continuous performance monitoring

Combined with a dedicated call management system, these measures enabled the delivery of a robust and cost-effective end-to-end Medical Information Call Center service.

The Outcome: Improved Compliance, Efficiency, and Client Confidence

Within three months, Qinecsa achieved adherence to the client’s key performance indicators while maintaining quality, compliance, and timeliness standards.

Operational Improvements

The engagement delivered measurable operational benefits, including reduced call handling times through improved call management efficiencies. The strengthened service model also reduced the level of client resources required to oversee and manage the MICC engagement.

A Foundation for Continued Growth

The success of the partnership resulted in an expansion of scope, allowing Qinecsa to support additional activities beyond the initial engagement. This reflected the client’s confidence in the solution and the value of a trusted outsourcing partnership.