Medical Information and Call Center Performance

Building New Practices to Meet the Evolving Needs of HCPs and Patients

Medical Information and Call Center Performance


This report contains benchmarks and best practices to improve medical information call center performance — which is especially critical as these teams take on more responsibilities despite limited resources. Use the report’s data to structure, staff and train medical information teams for optimal efficiency, and identify key performance indicators that best gauge call center effectiveness. Explore methods for preparing teams to handle increasingly complex medical information inquiries. Benchmarks from teams in the US, EU and emerging markets make this research a truly comprehensive overview of medical information call centers.

  • Description
  • Additional information


Medical Information and Call Center Performance: Building New Practices to Meet the Evolving Needs of HCPs and Patients

  • Publication Date: September 2014
  • Pages: 169
  • Chapters: 4
  • Metrics: 500+
  • Charts/Graphics: 110+

Key Highlights:

  • Real-company case studies and diagrams showing coordination among global, regional and therapeutic area-specific teams
  • Call center staffing benchmarks, including number of agents per manager and outsourcing levels, allowing teams to adjust staffing to meet fluctuating project demands
  • Charts showing preferred educational/professional backgrounds for call center agents
  • Sixteen (16) recommendations for facilitating medical information process requests, empowering the call center team, and creating/maintaining standard response documents (SRDs)
  • Seven (7) call center profiles showcasing select call centers’ background, resources, and key performance indicators

Besides call centers, many surveyed medical groups also handle:

  • Adverse event reports
  • Trial recruitment
  • Patient adherence duties
  • Reimbursement assistance

Data split by following region:

  • US(28)
  • European Union(19)
  • Emerging Markets(11)

Data have also been split by company size and type:

  • Top 10(20)
  • Top 50(17)
  • Small (19)
  • Device (2)
Report Features

Use the data and insights in this report to structure and support medical information activities more effectively. The study will help medical information executives to benchmark call center performance with relevant KPIs. It will also uncover strategies, tactics and benchmarks that demonstrate team value and help medical information maintain visibility within the organization. Cutting Edge Information’s latest study on medical information teams contains benchmarks and best practices to improve medical information call center performance — especially critical as these teams take on more responsibilities despite limited resources.

Reason to Buy

See how other companies structure their medical information teams to provide the best support to their call centers. The medical information department structure that companies install will impact the entire strategy permeating down to the call centers. Data show how top-performing teams structure their teams at multiple levels, including global, country and regional-level and therapeutic-area specific. The report includes detailed medical information and call center team structure, staffing and training benchmarks for top 10 pharma, top 50 pharma, small pharma and device companies. Measuring the health and success of a call center often comes down to four key performance indicators. Purchase this report to learn what those four KPIs are and how they are impacted by portfolio size and product type. Finally, learn how call center performance in the United States varies from that of teams based in Europe or emerging markets.

Target Audience

Executives, vice presidents, directors and managers of medical information, call centers, medical communications medical affairs, medical writing and medical science liaisons can all benefit from the best practices and benchmarks in this study.

Chapter Example

Medical information groups in today’s budget-constrained pharmaceutical companies face a number of challenges. Their primary role and continuing challenge is to provide useful and effective assistance to patients and HCPs. Medical information groups also work to demonstrate their value without being able to point to a monetary ROI. Finally, these groups are coping with increasing responsibilities despite decreasing resources.

This report serves as a guide to medical information groups that are struggling with these challenges. The first key step for successful medical information groups is to streamline structures to better serve patients, HCPs, and stakeholders. After team positioning, this study examines medical information activities, as well as strategies to boost productivity and demonstrate value. Tracking call center performance with appropriate performance indicators and setting realistic goals will improve group efficiency — and increased efficiency is critical as these teams’ responsibilities expand. A heavier workload provides new opportunities, however: medical information groups that are absorbing tasks from other medical affairs functions can use these activities to raise their profile and improve internal visibility.