24/7 Contact Center

24/7 Contact Center

Personal, Professional Communication and Exceptional Customer Service

Your business needs are always covered with the Medical Vigilance Solutions 24/7 Contact Center. Our team of pharmacists, nurses, allied health professionals and life sciences professionals operates in multiple real-time channels, including phone and webchat. We offer interpreter access to more than 200 languages, including 25 direct- dial languages. These experienced agents answer phone calls and chats personally — never relying on voicemail or bots. Our agents:

  • Field medical information inquiries

  • Handle adverse event and product quality complaints

  • Provide clinical trial support for patients and healthcare providers

Extensive training means our team members are knowledgeable about your company, its products and processes, and regulatory requirements for your industry. We’re also strong communicators with well-honed listening skills and an ability to share information in a friendly, empathetic way.

In 2020, the 24/7 Contact Center handled more than 30,000 calls, using our:

  • Validated medical information intake system

  • Sophisticated automatic call distribution system

  • Interactive voice response (IVR) systems

  • Robust quality management and reconciliation programs

Our medical contact center works in tandem with the MVS medical communications and pharmacovigilance teams, ensuring seamless coordination. We’re all part of the same team, operating from one centralized location, collaborating to provide you with high-quality solutions that always deliver.