‘working with Yourcentre meant that I didn’t have to worry about the activity at all’.
This clinical trials client is an industry leader and we assisted in the development of the volunteer recruitment process, identifying touchpoints throughout the journey to make it robust and volunteer-centric.
We identified opportunities to redesign the questionnaire and captured the information that the clinicians needed in order to identify which volunteers were appropriate for both asthma and non-asthmatic volunteers.
We identified and recommended the use of the NPS system to encourage advocacy of the volunteers; we utilised a variety of contact methods over and above phone contact by introducing SMS and email channels, this increased productivity and reduced the cost per booking for the client.
A full reporting suite was developed to demonstrate the journey length and success ratios from initial volunteer contact through to completing their time in quarantine, success was measured in terms of attendance at clinic and “bloods” taken. The cost per acquisition was reduced by XX%.
We enabled the improvement of the volunteer experience and provided a full quality process, which included calibration sessions and call recordings for every volunteer contact. Data was transferred securely through the use of SFTP and all staff undertook the Good Clinical Practice training to ensure full compliance.