Home Insights Global Vaccine Contact Center Assembled in Just 12 Weeks

Global Vaccine Contact Center Assembled in Just 12 Weeks

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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.​