Global Vaccine Contact Center Assembled in Just 12 Weeks

Case Study (Global)

The Challenge​

With extreme deadlines, the client needed speed and agility to establish a global contact center solution to support the Emergency Use Authorization (EUA) and subsequent commercial launch of a COVID-19 vaccine.​

​​Our Solution​

In partnership with the client, and in just 12 weeks, we:​

• Recruited, screened and on-boarded all agents (100 total full-time employees).​
• Implemented systems and processes to launch contact center support for customer service and medical information inquiries:
  • ​Patient use
  • Product information
  • Vaccination sites
  • Availability
  • Distribution
  • Adverse events
  • Safety inquiries
  • Dosage and administration
  • Drug interactions
  • Efficacy inquiries​
• Using industry-leading technology:
  • Global, integrate CRM and telephone
  • Five 9
  • Inizio Engage Trak360™ omnichannel engagement platform
    • We assembled a strong global strategy team of Inizio Engage contact center experts, along with a communication and project management plan, supported by Vynamic, an Inizio Advisory company. ​
    • We also designed an international strategy to align global operations.  ​

The Results

Operationalized a global contact center in 12 weeks​

Leveraged four contact center locations with centralized and remote agents to deliver a global, integrated contact center model. 

• USA (72)
• Canada (9)
• UK (14)
• Germany (13)

Engaged with as many as 800 Healthcare Professionals (HCPs) per day across more than 50 countries.​