Allergan Call Center Support Improvement Case Study

This customer case study details the partnership between Allergan and Global Call Forwarding aimed at enhancing call center support in Asia. Allergan, a global leader in the pharmaceutical industry, faced challenges in providing localized telephone support due to centralized regional contact centers. The immediate need was to obtain local phone numbers in key markets to facilitate inbound call forwarding to these centers. Global Call Forwarding addressed this need by providing local Direct Inward Dialing (DID) phone numbers, which allowed international customers to reach Allergan without incurring long-distance charges. This solution enabled Allergan to expand its global support coverage effectively while managing costs. The results demonstrated significant improvements in telephone support availability across various markets, showcasing the effectiveness of local contact points in enhancing customer service. The case study highlights the operational benefits of utilizing DID numbers in international business contexts.