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.


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.

Contact Center Services
Beauty Industries

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.

Provide world-class care to every caller with our highly trained agents who have deep industry experience.

Your consumers reach out by phone, email, text, chat, social media, and more. We can help you ensure that they are heard and supported across all channels.

Remove the language barrier so every consumer can receive and understand the same information.

When you work with us, you gain access to the latest call center technologies. You won’t have to acquire or manage your own systems.

Using recorded phone calls and data, we continually review our performance and processes to ensure compliance and improve the quality of customer care.

We provide detailed reports covering key contact center metrics. By analyzing your volumes and our performance, we have the opportunity to improve efficiency by understanding the needs of your consumers.

Feedback from your consumers is an important asset, both as a compliance tool and as a window into the consumer experience. We apply analytics to our clients’ data to help them learn from the voice of the customer.

Read more about our solutions for your healthcare industry: