Uniquely different!

When CJ Stafford started Stafford Communications as a customer care consulting organization in 1995, there was a demand for her services – particularly in regulated industries like pharmaceutical, healthcare, food, consumer packaged goods and beauty care. Not many customer care professionals began their careers managing toxicology labs at Johnson & Johnson and then spent years in marketing and customer service for the Splenda brand.

The demand still exists today.

CJ and her team help companies like yours develop their customer care initiatives. They tailor their consulting services – which run the gamut from evaluating just one process… to managing a function within your department… to developing a companywide strategy… and more – for each client. And they’ll do the same for you.

At Our Core

What does a consulting organization started
by a toxicologist-turned-customer-care expert do
differently for its clients?

We apply a different lens to customer service and everything we do. When we focus on quality and compliance, we have the inside knowledge to know exactly what to look for. When we do organizational assessments, we rely on our experience building an internal contact center from the ground up for one of the nation’s most prominent food brands.

We use that inside, hands-on experience to help companies develop and improve their customer care initiatives – from analysis through planning and implementation. That’s experience few other consulting firms that weren’t started by a toxicologist-turned-customer-care expert can offer.

Our Expertise

Our customer care service quality and performance assessments have helped organizations reset their strategic direction, improve operational efficiency and drive world class levels of performance, while improving customer satisfaction and loyalty.

Do you lay awake at night wondering:

  • Are we protecting our customers’ personal information and meeting applicable regulations and guidelines?
  • Are our vendor partners consistently complying with our company standards?
  • Are we effectively tracking compliance internally and with our vendors?
  • Is everyone in our company trained on adverse event reporting, good documentation practices and HIPAA?
  • Would we benefit from third-party monitoring of representatives or data to improve quality and ensure compliance?
  • When was the last time we conducted an organizational audit, gap analysis or risk assessment?

If you are, give us a call.

We’ll make sure your business is operating efficiently and within all applicable regulatory requirements. Our auditors will evaluate your current state, identify the gaps and develop an action plan.

Plus, we provide third-party quality monitoring and contract review – as well as adverse event, HIPAA training and system validation.

Stafford is well known for their expertise in writing and documentation services. Our goal is to help you ensure the consistency of your customer communications and information.

  • IVR scripting
  • Live operator scripts and FAQs
  • Standard consumer letters
  • Web Content
  • Standard operating procedures and process development
  • Training materials

Online Reference Manuals

Our experience in developing reference manuals is unparalleled. We are experts in organizing your product information, procedures, training and other critical information on-line.

Our manuals will provide your company with:

  • Reliable, consistent, updated sources of information
  • A training vehicle for new employees
  • Information so easily accessible it may even reduce call times
Our consultants have over 80 years of combined call center and IVR vendor experience to apply to your strategic outsourcing project. Quality & Compliance Specialists, Inc., a Stafford company, will ensure your vendors comply with FDA and company guidelines. We will manage a comprehensive, customized and objective approach to recommending a solution that supports your goals and organization.

In addition, we can manage the day-to-day operations of your program and vendor performance while you focus on critical business issues.

  • RFP development and selection
  • Call Center & IVR vendor management
  • Strategic analysis of current performance
  • Program implementation
  • Training
  • Standard operating procedure development
  • Reporting
Exceptional customer experiences begin with exceptional customer service training. Stafford Communications is exceptional at training.

Our clients say it best:

“Congratulations on your important contribution to the development of the center! Your work on the training will translate to healthy and happy patients. Thank you for helping make [it] a success.”
– Marketing Manager, global pharmaceutical company

“Thank you for training our staff! My team really enjoyed it and I am seeing some benefits from it already.”
– Senior Manager, global personal care company

Our Training Niche

Customized management training services:

  • Train-the-trainer
  • Quality Management
  • Leadership development
  • Team building
  • Technical materials and presentation development

Customized call center representative training services:

  • Multi-channel communication skills
  • Negotiation skills
  • Cross selling
  • Adverse event, quality complaint handling
  • HIPAA and Good documentation practices
Is staffing your contact center a painful task that takes you and your team away from focusing on your core business?

At Stafford, staffing is core to our business.

We fill your contact center with college-educated, highly trained professionals at our site or yours. We manage permanent assignments as well as temporary, temp-to-hire and long-term consulting engagements. We also do train and manage so you don’t have to … ensuring your customers are treated exemplary service with every contact.

Our Staffing Niche:

  • Call center managers and representatives who specialize in pharmaceutical, healthcare, food, consumer packaged goods, beauty care and other specialties
  • Bilingual representatives
  • Experts in CRM applications including SAP, Wilke Global, Astute, Zendesk, Salesforce and others
  • Healthcare professionals including nurses and dietitians
  • Teachers
  • Help desk professionals

Value-Added Staffing:

  • Project managers
  • Contact center operations experts
  • Quality and compliance consultants
  • Marketing professionals
  • Human resource professionals
No one ever welcomes notice of a crisis. It’s that heart-pounding moment that calls for an immediate deep breath … and immediate action.

Stafford Communications knows how to take that deep breath and spring into action. Since our start in 1995, we’ve worked with many companies to ensure their contact centers are mobilized for when a crisis hits. We spend a lot of energy preparing to be ready to take care of our clients’ customers in these critical situations. So when a crisis hits, our clients breathe just a little bit easier.

Our Crisis Management Niche:

Managing crises in highly regulated industries including pharmaceutical, healthcare, food, consumer packaged goods and beauty care.

We’ve managed crises for many companies. Just fill out this form – and you’ll receive a personal showing invite in your inbox.