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Call Centers
Some Programs Call for a Call Center
Gregg Sweet, MBA VP Strategy and Development [email protected] o. (919) 388-3966 c. (919) 523-3717 www.icts.us
Who Is ICTS?
Integrated Clinical Trial Services Pre-Trial Preparation
Recruitment/ Enrollment
Retention/ Compliance
Enrollment Success
ICTS is a Clinical Trials Support Company that specializes in achieving superior results in research studies by building and maintaining stronger connections throughout the entire clinical trial process. Our innovative and customized communication models provide the foundation for higher quality data and results.
Call Center Some Programs Call
for a Call Center Pre-Trial
Preparation Recruitment/ Enrollment
Retention/ Compliance
Enrollment Success
Need for a Call Center? The goal of any patient recruitment program is to create awareness of a clinical trial opportunity and to generate responses from people wanting to learn more. There are myriad ways to collect and process those responses. One option is a call center — especially when our
outreach generates a large call volume or when we believe it’s important for a potential participant to interact with a person rather than voicemail or a website.
Call Center ICTS Oversight
Pre-Trial Preparation
Recruitment/ Enrollment
Retention/ Compliance
Enrollment Success
ICTS Oversight ICTS has an excellent relationship with a call center partner with which we’ve worked for more than a decade. Our partner operates as an extension of ICTS rather than a vendor.
When working together, ICTS’ experts always develop the prescreening script and FAQs for each protocol, ensure the call center team is fully trained, and manage the entire process throughout the program.
Call Center Mitigate Risk
Pre-Trial Preparation
Recruitment/ Enrollment
Retention/ Compliance
Enrollment Success
Mitigate Risk By utilizing a call center, ICTS can help manage the workload at the sites so sites won’t be inundated by calls at “unplanned times.” Unless the sites have dedicated resources, these calls can lead to
an overwhelming number of voicemails and require site staff to spend their time returning them. A call center will receive calls, answer questions, prescreen callers, and provide the sites with referrals or appointments allowing study coordinators to contact participants in a way that better fits their schedule.
Call Center Enrollment Conversion
Pre-Trial Preparation
Recruitment/ Enrollment
Retention/ Compliance
Enrollment Success
Convert to Patients In our experience, generating a response and referral is only half the battle. A main challenge is converting those potential patients into enrolled patients. A call center can be a key part of maximizing the “conversion” of those who respond.
ICTS’s call center can send thank you letters, emails or texts following the initial call, send reminder letters, emails or texts once an appointment is made, and make reminder calls — all of which reduce the workload at the sites.
Call Center Lack of Site Resources
Pre-Trial Preparation
Recruitment/ Enrollment
Retention/ Compliance
Enrollment Success
Supporting Lack of Clinical Site Resources ICTS recognizes that a call center benefits many programs but not all. However, when a clinical site’s efficiency can be improved through utilizing a call center, ICTS has the experience and partner to make it an effective component of an integrated outreach initiative.
For more information contact:
Gregg Sweet, MBA VP Strategy and Development [email protected] o. (919) 388-3966 c. (919) 523-3717 f. (919) 324-3501 www.icts.us
