As of September 2009, DIRC is piloting a new system that is expected to enhance service for call centre clients. For our subscribers this means reaching a live person more often.

Before the call is answered, callers are asked to choose an option based on the nature of the question. More complex questions will be directed to pharmacists specializing in particular therapeutic areas, with questions that can be answered quickly, such as product availability, directed to others. As always, the option of selecting the urgent line is available.

DIRC subscribers will be asked for their valued opinions in satisfaction surveys distributed at the middle and end of the project. The pilot project is scheduled to run until early 2011, with results analyzed thereafter.