Build credibility
Recruiting, screening, onboarding, retaining and following up with participants in clinical trials is a time-consuming process that often strains the limited budgets that most studies are bound by. Ansafone’s expertise in providing medical contact center services means we have the tools and technological systems to maximize the efficiencies in the entire clinical trial patient support process so that you are able to meet critical deadlines.
Trust Your Clinical Trials with Ansafone
Outsourcing to clinical trial call center services ensures that your study does not fall behind due to an inadequate number of qualified patients. We can oversee your entire remote clinical trial recruitment and retention campaign, which allows your clinical survey administrators to focus their attention on conducting the study. As your clinical trial patient recruitment company, our dedicated team of clinical trial outsourcing agents is trained in how to:
- Appropriately respond to initial inquiries that are generated from advertisements so that you do not miss capturing a single patient. Customers can reach us by SMS-text and webchat.
- Accurately assess participants to determine their conditional eligibility for the trial.
- Schedule screening visits and follow-up appointments for patients at their closest study site.
A Seamless Integration
Ansafone’s clinical research call center services seamlessly integrate with your existing study management tools to deliver real-time access to data directly from our clinical trial call center. Our clinical trial patient engagement agents collect the data determined by your specified protocols and generate database updates, progress reports and supporting documentation to ensure that valid data is available for timely trial completion. Our clinical trial patient support outsourcing responsibilities extend to providing marketing analytics that pinpoint specific markets where successfully recruited study participants originated.
Keep Clinical Trials Moving with Better Communication
Clinical trial teams have plenty to manage before the next participant walks through the door. Incoming questions need answers; appointments need coordination; and people who miss a visit may need help reconnecting with their site.
When those tasks compete with clinical responsibilities, communication gaps can develop. Contact center support gives these interactions dedicated attention. With approved information and clear routing procedures, agents can handle routine inquiries and help participants reach the appropriate study contact.
The communication channel matters, as some participants prefer a phone conversation, while others find a text reminder easier to fit into their day. Planning around those preferences can make communication more accessible and help participants stay engaged.
Ongoing Participant Support
Questions do not stop once a participant enrolls. Someone may need to confirm an appointment time, find contact information, or clarify an administrative step.
Agents can answer routine questions using study-approved information and record the interaction for follow-up. When a participant asks about medication or raises a clinical concern, the agent follows the designated escalation process to qualified study personnel.
Planned follow-up communication also gives participants a consistent point of contact. The goal is to make it easier to stay connected while respecting each person’s communication preferences and decisions about participation.
Connect Through the Channels Participants Use
A participant should not have to struggle to find a practical way to reach the study team.
Phone support gives people space to ask questions in a conversation. Email can support approved written communications, while live chat offers another way to handle routine inquiries.
SMS can help deliver concise reminders when the required permissions and safeguards are in place. Ansafone offers multichannel contact center services, including phone, email, live chat, and IVR, alongside SMS capabilities described in our clinical trial services.
Interactive voice response (IVR) can guide callers to the appropriate destination or provide approved routine information. Automated reminders can support scheduling workflows, with message content and delivery rules defined for the study.
Each channel should also provide a clear route to additional help. When an automated message does not answer someone’s question, the next step should be easy to understand.
Who Can Benefit from Clinical Trial Contact Center Support?
Pharmaceutical and Biotechnology Sponsors
Sponsors managing multiple sites can use contact center support to establish more consistent communication workflows. A shared approach to routine inquiries and reporting can help teams understand activity across the program.
Contract Research Organizations
CROs may need additional communication capacity as recruitment campaigns expand or inquiry volumes fluctuate. Contact center support can help manage participant outreach and routine follow-up within an agreed scope.
Research Sites
For sites balancing participant visits with administrative work, dedicated support can help manage incoming questions and appointment coordination. Clear handoffs keep clinical decisions with the research team while giving routine communication the attention it needs.
Ansafone has worked with multiple different organizations for the ongoing benefit of their patients and support workers. Connect with Ansafone Contact Centers to discuss your recruitment and participant communication needs.
