Maximize Patient Safety: Strategies for Building
Cost-Effective Global Contact Centers

Discover best practices to ensure local market buy-in, achieve complete market
coverage, and measure customer satisfaction to ensure the health and safety of patients

Date: June 3, 2025 

Time: 10:00-11:00AM US EST / 4:00-5:00 PM CEST

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About the Webinar

This webinar will explore the strategies and best practices for establishing a cost-effective global Medical Information (MI) contact center. Attendees will learn how to ensure local market buy-in, achieve complete market coverage, and measure customer satisfaction to ensure the health and safety of patients.


Key Topics:

Ensuring Local Market Buy-In / Stakeholder Engagement:

  • Understanding Local Needs: Discuss the importance of understanding the unique needs and preferences of each local market.
  • Engaging Stakeholders: Strategies for engaging key stakeholders to gain their support and trust.
  • Cultural Sensitivity: Highlighting the role of cultural sensitivity in building strong relationships and ensuring effective communication.

Ensuring Complete Market Coverage:

  • Comprehensive Planning: Steps to develop a comprehensive plan that covers all target markets, ensuring no region is left out.
  • Resource Allocation: Efficient allocation of resources to maximize coverage while minimizing costs.
  • Technology Integration: Leveraging technology to streamline operations and enhance reach, including the use of AI and automation.

Measuring Customer Satisfaction:

  • Feedback Mechanisms: Implementing robust feedback mechanisms to gather insights from customers.
  • Performance Metrics: Identifying key performance indicators (KPIs) to measure the effectiveness of the contact center.
  • Continuous Improvement: Using customer feedback to continuously improve services and ensure the health and safety of patients.
By the end of this webinar, participants will have a clear understanding of how to build and maintain a cost-effective global MI contact center that meets the needs of local markets, ensures comprehensive coverage, and prioritizes customer satisfaction and patient safety.

Who Should Attend

  • MI professionals looking to regionalise or globalise their MI offerings
  • MI professionals who want to understand more about building an effective contact center
  • MAHs who will soon have a product marketed
  • Budget holders who want to ensure cost effectiveness in their MI services

Unable to join? Register and you will receive the recording after the live session.

Meet the Speaker

  • Hannah Hunter Bio Photo

    Hannah Hunter

    Senior Director, Medical Information

    View Bio

  • Anne Tegg Bio Photo

    Anne Tegg

    Director, Medical Information

    View Bio

  • Dave Bezick Bio Photo

    Dave Bezick

    Senior Director, Medical Information Service Delivery

    View Bio

  • Leanne Shaw Bio Photo

    Leanne Shaw

    Senior Director, Medical Information

    View Bio

Hannah Hunter

Hannah is the Senior Director of Medical Information (MI), Europe at ProPharma, where she leads dedicated client services across the continent. With 17 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.

Anne Tegg

Anne brings nearly 30 years of experience in the pharmaceutical industry in both medical and marketing roles. Anne has a comprehensive track record in managing medical information teams across Europe and beyond. Her passion is providing high-quality medical information to ensure patient health and safety for clients. Anne is currently the Director of Medical Information in Europe and has been with ProPharma for over five years.

Dave Bezick

Dave brings over 14 years of Medical Information Contact Center Management and Operations experience. A licensed Registered Nurse, he began his career as a front-line Medical Information Specialist and has continually advanced into roles of increasing responsibility within the Medical Affairs industry. He is currently the Senior Director, 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.

Leanne Shaw

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.