Global Contact Center Solutions
Empowering patients with every interaction
The PPD™ clinical research business of Thermo Fisher Scientific, operates a global contact center delivering the live, multilingual support today’s trials require. From the first contact to the final visit, patients get the guidance they need to stay engaged, while sponsors benefit from better conversion, compliance and continuity.
Enhancing trial success through personal and digital support
Staffed by trained clinical trial experts, our center handles pre-screening, follow-up, travel coordination and logistical support 24/7 in 20+ languages. As an extension of your clinical trial team, we simplify the patient journey and reduce site burden to build confidence and ease of study participation.
Why it matters
- Efficiently manages 65,000+ inquiries /month managed across 20+ languages, enhancing global patient support
- Concierge-style support provides a single point of contact for patients; simplifying scheduling, travel and reimbursement, increasing patient convenience, and identifying and addressing barriers before they impact participation
- Consistent patient experience strengthens trust with sites and sponsors, which is crucial for trial success
This is patient-first support designed to accelerate enrollment and improve retention.
Scaling support for global studies
Our customized Clinical Trial Contact Center solutions are flexible, adjusting to the needs of global trials. From high-volume recruitment programs to highly specialized rare disease studies, we tailor language, staffing and workflows to meet each protocol’s unique requirements.
For example, our clinical trial hotline disseminates trial information to patients, caregivers and health care providers. It also enables screening and referral – connecting the right patients to the right studies. Additionally, the Virtual Research Coordination Center (VRCC) is a virtual study coordinator handling data collection, patient communication, site support and more.
Reducing dropout through personalized service
Live outreach, follow-up and dedicated navigation support create a seamless participant experience. We support retention and reduce delays by addressing patient needs before they become barriers.
Get in touch
Support patients at every step. Let’s discuss how our 24/7 multilingual contact center can enhance the patient experience, reduce site burden, and improve trial outcomes.