Fortrea Call Center strategy for handling product recall experience

This case study illustrates a specific instance of drug recall (class II).  The Fortrea Medical Information Contact Center (MICC) provides a critical role in product recalls by acting as the central hub for communication between pharmaceutical companies, healthcare professionals, patients and regulatory authorities. During recall, MICC disseminates accurate information based on Labels (Patient Information Leaflet and Summary of Product Characteristics) and Frequently Asked Questions, manages high volumes of inquiries and provides standardized responses to deliver clarity and compliance.