Global Contact Center Services

Best-in-class contact centers serving life science organizations 24/7/365.

200

Marketing Authorization Holder Partnerships

Join over 200 esteemed Marketing Authorization Holders who trust our expertise in delivering top-notch contact center services, forming lasting and impactful collaborations.

10000

Products Handled

Navigate the complexity of product-related queries effortlessly, as we successfully manage inquiries for over 10,000 products globally every day. Your customers can count on accurate and timely information.

500000

Annual Inquiries Handled

Rely on our experience and expertise to manage a high volume of inquiries. with over half a million handled annually. Your customer interactions are in capable hands.

Best-in-Class Global Contact Center Services

Global contact center support icon

24/7/365 Contact Centers

Experience uninterrupted support with our round-the-clock contact centers, ensuring your customers receive assistance whenever they need it, day or night. 

24/7/365 Contact Centers

Experience uninterrupted support with our round-the-clock contact centers, ensuring your customers receive assistance whenever they need it, day or night. 

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+35 Languages Supported

Break down language barriers with our diverse language support. We provide assistance in over 35 languages, ensuring a seamless experience for your global customer base.

+35 Languages Supported

Break down language barriers with our diverse language support. We provide assistance in over 35 languages, ensuring a seamless experience for your global customer base.

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+10 years per Partnership

Build lasting relationships with a partner who stands the test of time. Our average partnership duration of over 10 years reflects the trust and reliability we bring to...

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+10 years per Partnership

Build lasting relationships with a partner who stands the test of time. Our average partnership duration of over 10 years reflects the trust and reliability we bring to every client engagement. 

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Global Contact Center Services

With strategically positioned and seamlessly integrated contact centers around the world, we provide customizable contact center services to meet the needs of companies of all sizes. Whether you need medical information, patient support, commercial services, or inquiry handling, our team of contact center specialists has the knowledge and experience to effectively support your needs.

Our Global Contact Center services provide 24/7 services for pharmaceutical companies. Our team is comprised of experienced pharmacists, nurses, and other healthcare professionals (HCPs), life science graduates, and professional customer service representatives. They act as an extension of your team, communicating essential product information in the areas of drug/device information and product safety, as well as patient support and commercial services. 

Customer service professional in a contact center wearing headset asking a coworker-a-question
Several business professionals having fun at a business meeting

Consistent, High-Quality Services to Meet Your Needs

The global contact center is a crucial component of pharmaceutical and healthcare companies' efforts to provide accurate and timely information to healthcare professionals, patients, and the public. When inquiries or requests are received, regardless of their complexity, they are triaged based on urgency and nature, with trained professionals providing detailed responses and fulfilling the requests.

Our subject matter experts (SMEs) and medical writers are well-equipped to assist in generating custom responses. Utilizing various communication channels, the contact center delivers information to healthcare providers, patients, and other stakeholders, adhering to strict regulatory guidelines and confidentiality standards. Continuous training and quality control measures are implemented to maintain the highest standards of service, making our global contact center an essential resource for accurate and reliable product information dissemination and timely patient support.

Global Contact Center Locations

US and Canada UK and Europe Asia Pacific

North America

europe

Asia Pacific

Raleigh (HQ) 

107 West Hargett St.
Raleigh, NC 27601

1-888-242-0559

Philadelphia

501 W. Office Center Dr, Suite 350
Fort Washington, PA 19034

1-888-242-0559

Windsor 

3000 Temple Dr, Suite 200
Windsor, ON N8W 5J6

1-519-252-9555

Berlin 

Siemensdamm 62
13627 Berlin

+49 (0) 30 85606878 - 0

North Yorkshire  

Olliver, Aske, Richmond
North Yorkshire, DL10 5HX

+44 (0)1748 828800

Melbourne (Hawthorn) 

Unit 5, Level 2, 40 Burwood Rd
Hawthorn VIC 3122

+61 3 8814 7900

Hyderabad 

3rd Block, 7th Floor,
My Home Hub, Madhapur, Patrika Nagar, HITEC City,
Hyderabad, Telangana 500081

+91 966 611 1980

Tokyo 

5-27-5 Sendagaya, Shibuya-ku (suite 13-101, 13-102, 13-113, 13-130)

+81 3 6277 4041

Makati City

7th Floor Office F
Armstrong Corporate Center
HV Dela Costa Ave.
Salcedo Village
Makati City

+61 38814 7900

Shanghai

138 Huaihai Middle Road
Huangpu District, Shanghai
3rd Floor
Shanghai Plaza, 03S106

+61 38814 7900

Global Contact Center Locations

US and Canada

Down arrow - click here to expand section.
Raleigh (HQ) 

107 West Hargett St.
Raleigh, NC 27601

1-888-242-0559

Philadelphia

501 W. Office Center Dr, Suite 350
Fort Washington, PA 19034

1-888-242-0559

Windsor 

3000 Temple Dr, Suite 200
Windsor, ON N8W 5J6

1-519-252-9555

UK and Europe

Down arrow - click here to expand section.
Berlin 

Siemensdamm 62
13627 Berlin

+49 (0) 30 85606878 - 0

North Yorkshire  

Olliver, Aske, Richmond
North Yorkshire, DL10 5HX

+44 (0)1748 828800

Asia Pacific

Down arrow - click here to expand section.
Melbourne (Hawthorn) 

Unit 5, Level 2, 40 Burwood Rd
Hawthorn VIC 3122

+61 3 8814 7900

Hyderabad 

3rd Block, 7th Floor,
My Home Hub, Madhapur, Patrika Nagar, HITEC City,
Hyderabad, Telangana 500081

+91 966 611 1980

Tokyo 

5-27-5 Sendagaya, Shibuya-ku (suite 13-101, 13-102, 13-113, 13-130)

+81 3 6277 4041

Makati City

7th Floor Office F
Armstrong Corporate Center
HV Dela Costa Ave.
Salcedo Village
Makati City

+61 38814 7900

Shanghai

138 Huaihai Middle Road
Huangpu District, Shanghai
3rd Floor
Shanghai Plaza, 03S106

+61 38814 7900

Global Contact Center Experts

  • Rajul Jain Bio Photo

    Rajul Jain

    President, Medical Information

    View Bio

  • Dave Bezick Bio Photo

    Dave Bezick

    Director, Medical Information

    View Bio

  • Hannah Hunter Bio Photo

    Hannah Hunter

    Director, Medical Information

    View Bio

  • Katie Tonge Bio Photo

    Katie Tonge

    Director, Medical Information

    View Bio

  • Leanne Shaw Bio Photo

    Leanne Shaw

    Senior Director, Medical Information

    View Bio

  • Valerie Huh Bio Photo

    Valerie Huh

    Director, Global Innovation and Implementation

    View Bio

  • Victoria Evans Bio Photo

    Victoria Evans

    Director, Medical Information

    View Bio

  • Eric Brandon Bio Photo

    Eric Brandon

    Director, Patient Services & Contact Center Operations

    View Bio

Rajul Jain has over 19 years of international experience in Medical Information (MI), Pharmacovigilance (PV), Technology, and Program Management. With an extensive educational background including an MBA, Engineering degree, PMP, Medical Affairs Competency Certificate (ACMA), and various other healthcare certifications, she brings a wealth of knowledge to her roles. She is currently President of Medical Information in ProPharma with responsibility for oversight and expansion of global contact center operations. Prior to this, she managed all of the MI programs for IQVIA and technology and automation solutions for MI/PV programs. Rajul is passionate about improving business processes and fostering innovative solutions in the healthcare and pharmaceutical industry.

Dave brings over 14 years of Medical Information Contact Center Management and Operations experience. A licensed Registered Nurse, Dave began his career as a front-line Medical Information Specialist and has continually advanced into roles of increasing responsibility within the Medical Affairs industry. Dave is currently the Senior Director of Americas Medical Information Service Delivery (Operations and Account Management) at ProPharma. Dave’s passion for the patient and HCP experience is evident in his approach to staff selection, employee development and operational excellence of his teams.
Hannah is the Director of Medical Information (MI), Europe at ProPharma, where she leads dedicated client services across the continent. With 16 years of experience in Medical Information, Hannah has supported pharmaceutical companies globally. She is passionate about the evolution of MI to better meet the needs of customers and clients. As a proven leader, Hannah excels in guiding and inspiring her team to achieve excellence. She places a strong emphasis on the provision of telephone-based MI, recognizing its importance as the primary channel for MI inquiries and its potential for excellent service delivery. Additionally, she is focused on leveraging technology to enhance the efficiency and effectiveness of medical information teams.
Katie has over 15 years of Medical Information outsourcing experience, as well as contact centre management, and is passionate about using Medical Information to improve the health and safety of patients. She enjoys working with clients to suggest innovative and commercially sustainable options for their Medical Information needs. She has a track record of establishing service levels and KPIs with clients to ensure the highest standards for customers.  She also has Project Management experience in helping clients transition from in-sourced services to an outsourced Medical information solution.
Leanne brings 14 years of Medical Information Contact Center Management and Operations experience across Europe and Asia Pacific. Leanne begun her career in this space as a UK Medical Information Specialist and has continually advanced into roles of increasing responsibility including client management, operations management, and project leadership. Leanne is currently the Senior Director of Medical Information Services for JAPAC at ProPharma. Leanne’s key focus on service evolution and customer excellence helps deliver JAPAC services to the highest standard of success.

Valerie Huh brings over 20 years of experience in the pharmaceutical and healthcare industries, with expertise in global operations and process improvements. She holds a Doctor of Pharmacy (Pharm.D.), a degree in Chemistry, and an MBA with a certificate in business analytics. In her current role, she leads innovation and technology enablement in Medical Information and supports business expansions, driving forward strategic initiatives to enhance service quality and operational efficiency.

Victoria Evans is a seasoned professional with over nine years of experience in the Medical Information (MI) field. As the Director of Client Services at ProPharma, she leads a global team of Implementation and Client Account Managers, ensuring the successful onboarding, implementation, and maintenance of MI clients worldwide. Victoria holds a BSc in Psychology and has furthered her education with a Graduate Diploma in Law and a Legal Practice Certificate. Her passion for project management and patient safety drives her to find innovative solutions, and her focus and excellent project skills consistently help clients achieve their goals.

Eric has spent 30+ years in the pharmaceutical industry with the last 12 years striving to make a difference in Patient Services on the manufacturer side, as a consultant, and as a leader on the supplier side. As Director, Patient Services & Contact Center Operations he leads the strategy and oversight for global and regional Patient Support Programs (PSPs), Commercial Services, Clinical Trial Support, and other Global contact center-based programs.

He has a great passion for supporting patients wherever they are in their clinical trial or treatment journey. Eric inspires his team to focus on the patient and their specific needs to ensure they get the right support throughout their treatment journey, including insurance benefits verification, financial support, device training and support, concierge travel assistance and other innovative services. More importantly, we are here to provide the right level of professional resources to support patients through their treatment journey to ensure their safety and improve their health.

Complex Needs Require Custom Solutions

ProPharma builds solutions at the intersection of innovation and flexibility. We’re here to offer a custom alternative that fits your unique needs. Standout solutions scaled to your size.

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ProPharma Appoints Brian Tuttle as Chief Financial Officer

ProPharma appoints Brian Tuttle as CFO to drive financial strategy and accelerate global growth, leveraging his 20 years of life sciences industry experience.

ProPharma Receives 2024 CPHI Regulatory and Compliance Award

October 9, 2024

ProPharma Receives 2024 CPHI Regulatory and Compliance Award

ProPharma wins CPHI Pharma Award for excellence in regulatory and compliance innovation, enhancing efficiency and accelerating market access for life-saving therapies.

ProPharma Names Dawn Sherman Chief Executive Officer

September 30, 2024

ProPharma Names Dawn Sherman Chief Executive Officer

Dawn Sherman rejoins ProPharma as CEO, bringing nearly 30 years of industry experience to lead the regulatory, clinical, and compliance services provider.

Previous Post Arrow Next Post Arrow
ProPharma Receives 2024 CPHI Regulatory and Compliance Award

October 9, 2024

ProPharma Receives 2024 CPHI Regulatory and Compliance Award

ProPharma wins CPHI Pharma Award for excellence in regulatory and compliance innovation, enhancing efficiency and accelerating market access for life-saving therapies.

ProPharma Honored in the 2024 Clinical Trials Excellence Awards

September 24, 2024

ProPharma Honored in the 2024 Clinical Trials Excellence Awards

ProPharma honored with Clinical Trials Excellence Award 2024, recognizing their outstanding contributions in the pharmaceutical industry.

ProPharma Receives 2024 CRO Leadership Award

June 13, 2024

ProPharma Receives 2024 CRO Leadership Award

ProPharma wins 2024 CRO Leadership Award for exceeding expectations in key categories, solidifying its position as a top global research consulting organization in the life sciences industry.

Previous Award Arrow Next Award Arrow
FDA Releases Final ICH M13A Guidance Document

December 10, 2024

FDA Releases Final ICH M13A Guidance Document

FDA recommendations for conducting BE studies, efficiency improvements in global drug development, and how ProPharma can assist with your regulatory needs.

The Evolving Landscape of Quality Management Systems in the Life Sciences Industry

December 9, 2024

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December 5, 2024

Pre-Approval Inspection (PAI) Readiness is Easy, Right?

Ensure your product's success with ProPharma's expert guidance on PAI readiness, from remediation tasks to regulatory filing support.

Previous Post Arrow Next Post Arrow
Infographic The Cost of Poor Project Management - ProPharma

June 10, 2022

The Cost of Poor Project Management

Project Management isn’t for the faint of heart. There is a shockingly high rate of project failure… but on the other hand, great project management can be a key differentiator that leads a company...

Infographic Successfully Passing MHRA Inspections for Overseas Manufacturing Sites - ProPharma

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Successfully Passing MHRA Inspections for Overseas Manufacturing Sites

ProPharma offers GMP and GDP compliance services from clinical development to commercial distribution of the products' lifecycle. ProPharma’s Compliance and Quality team completed the first on-site...

Infographic Navigating the Generic Drug Application and Approval Process - ProPharma

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Navigating the generic drug application and approval process can be challenging. From pre-filing through post-approval, find out exactly what needs to be done for your Abbreviated New Drug...

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