OTC Call Center Services
Over-the-counter medication can be purchased without a written prescription. While that’s a great benefit for consumers and a simplification for go-to market strategies, it obviously doesn’t eliminate the oversight that the FDA or Health Canada exercise. In fact, OTC products can combine the regulatory regime of complex devices with the market pressures of other CPG categories. Count on Stafford Communications to bring best practices from both worlds to our clients.
The lineup of OTC drugs available to consumers continues to grow – driven both by medicines making the Rx-to-OTC switch and a continued focus on developing new OTC products. As health systems and patients face the mounting costs of healthcare, OTC products play an essential role. Their availability and comparatively lower cost provide important options for consumers. While branding is essential to OTC success, the reality of labeling requirements is a far cry from the regulations applied to advertising claims. Balancing those dualisms is essential in the OTC market.
An effective contact center simultaneously delights consumers, captures accurate data, and follows processes while offering ideas for improvement. It is a tool that can be applied to a variety of business processes. Our experience with clients suggests that there are most often four areas where OTC healthcare firms can use our help:
Stafford manages consumer and patient interactions for 200 brands – from startups to global icons.