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.

90%+

Stafford delivers on both satisfaction and quality – our clients and their consumers score us 90%+ on both!

Consumerized Healthcare

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.

Our Services

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.

Product Usage

We can help consumers demystify product labeling and clarify how to use the product according to the label directions. Our highly trained representatives can also answer consumer questions about ingredients, potential allergens in the product, nutrition facts, expiration dates, storage, and drug interactions.

Complaint Handling

Some complaints, such as quality complaints and adverse events, are critical and need to be managed under strict SOPs. Others may have to do with pricing, advertising, or availability. We evaluate the severity of the issue and handle all complaints according to standard processes that minimize the risk to our clients.

Crisis Management

Unfounded news stories, online rumors, and actual recalls can all create concern and generate quick spikes in contact volume. Scaling up quickly to address concerns, handle the real issues, and support brand crisis management plans is a Stafford specialty.

E-commerce and Order Management

While selling directly to consumers is a great brand opportunity, it does create friction. Help with orders, changes, shipment issues, and returns are all part of DTC business models, no matter how well your website is constructed. Stafford can combine product expertise and quality customer service to help your e-commerce operation stand out.

Our Expertise

Stafford Communications brings nearly 25 years of experience working with hundreds of brands to every single client and every single consumer or patient contact. Our expertise and capabilities have proven relevant across the industries we serve.