Evolving Medical Information Call Centers (PH124)

Reinvent Your Medical Information Call Centers

• Are your call loads decreasing because customers seek information via new avenues?
• Do you face information-sharing competition within your own organization?
• What new areas demand medical information expertise?

Evolving Medical Information Call Centers provides answers to these questions — and many more — to give your company the boost needed to correct your call centers' mistakes and evolve the group into new territories. Our study contains real-world data and best practices from top companies' medical information call center operations.

With customers able to find product information on the Internet or from other sources — and with internal teams encroaching on territory previously owned by medical information groups — call center leaders now face a number of potentially function-changing challenges.

Top teams combat the evolving landscape by tightening their own ships - which means enacting performance metrics and process improvements to become more efficient and to strengthen customer relationships. Additionally, medical information call centers continue to move into new areas, adding tasks where their skill sets translate well.

Cutting Edge Information developed this research to help medical information call center leaders in their improvement efforts. The report makes its case in three easy-to-navigate chapters:

Chapter 1: Medical Information Structures, Headcounts and Budgets

As the first major point of contact between patients, doctors and the company, call centers set the tone for communications between these stakeholders. For medical information teams to deliver the highest quality service, they must be structured well and manage sufficient headcounts and budgets. This chapter investigates structure and staffing choices while determining how these influence call center budgets.

Chapter 2: Call Center Performance Measurement: Tracking Key Metrics

Surprisingly, metrics tracking is a largely under-utilized practice in medical information call centers. In this threatening environment, however, the first step toward improvement is tracking and measuring call center metrics. This chapter examines what measures companies currently track — and which ones all centers should be tracking. Benchmarks help call centers compare themselves against centers at top pharma companies.

Chapter 3: Call Center Process Improvement

Pharmaceutical companies that focus on making their call centers efficient, available and easy to navigate will earn customer raves. To ensure that customers have good experiences, medical information leaders build sound processes into their call centers. This chapter provides details of call center processes such as answering systems, agent availability, triage systems as well as response methodologies and internal communication.