Optimizing Medical Information Call Centers

$1,995.00

Medical Affairs Product Launch Series (Module 1.6)

Optimizing Medical Information Call Centers is the sixth module of the 10-part Medical Affairs Product Launch Series. Based on primary research collected directly from executives leading top medical affairs teams, this module examines medical information team budgets and staffing levels across product lifecycle stages.

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REPORT FEATURES:

Evaluate case studies of individual medical information teams to help determine your team’s needs: Survey data show that medical information call centers are very dynamic in terms of resource and activity levels. Through detailed profiles, this research reveals that many teams allocate resources and personnel based on different timelines. Use this study to evaluate your medical information team’s resource and activity needs and benchmark them against competitors.

REASONS TO BUY:

Determine the most effective time to start medical information activities: Distributing medical information often begins before product launch to prepare for launch and post-launch responsibilities. In addition, product type can affect workloads and timing. This module’s data break down activity start by product type – niche, common and blockbuster.

TARGET AUDIENCE:

Benchmark medical information call center budget and staffing levels throughout the product launch window: Medical information team budgets and staffing depend on factors such as geographic region, therapeutic area and brand size. Both are crucial to meeting team and company goals. Use this module’s benchmarks to determine when and how much outsourcing is necessary to manage medical information call center inquiry volume.

Optimizing Medical Information Call Centers: Medical Affairs Product Launch Series

Data reveal how teams adjust budget and staffing levels to meet call center workload and under what conditions staff are most commonly outsourced. Additionally, this module examines patterns in the total number of inquiries received by teams: a common indicator used to monitor call center performance.

  • Publication Date: June 2017
  • Pages: 44
  • Figures: 22

To learn more about the other modules in the Medical Affairs Product Launch Series and the benefits of subscribing to the entire series, click here.

Reasons to Buy Optimizing Medical Information Call Centers

 

Determine the most effective time to start medical information activities: Distributing medical information often begins before product launch to prepare for launch and post-launch responsibilities. In addition, product type can affect workloads and timing. This module’s data break down activity start by product type – niche, common and blockbuster.

Benchmark medical information call center budget and staffing levels throughout the product launch window: Medical information team budgets and staffing depend on factors such as geographic region, therapeutic area and brand size. Both are crucial to meeting team and company goals. Use this module’s benchmarks to determine when and how much outsourcing is necessary to manage medical information call center inquiry volume.

Evaluate case studies of individual medical information teams to help determine your team’s needs: Survey data show that medical information call centers are very dynamic in terms of resource and activity levels. Through detailed profiles, this research reveals that many teams allocate resources and personnel based on different timelines. Use this study to evaluate your medical information team’s resource and activity needs and benchmark them against competitors.

Excerpt from Optimizing Medical Information Call Centers

 

Profiled teams include those launching niche, common and blockbuster products.

Niche Product Team

Company 3’s medical information team supports a niche product. Staffing, budget spending and inquiries do not begin until launch year, when the team receives its first inquiries (Figure 1.6.16). During launch year, all three of Company 3’s medical information team FTEs begin activity, and 100% of the $100,000 maximum team budget is available. Eighty percent of the maximum 500 inquiries are received during launch year, and 100% are received during the first year on market. These data indicate that the team’s strategy is focused heavily on launch and post-launch activities rather than on early-stage planning.

Examples of Companies that Have Participated in This Study:
Participating Companies

Table of Contents

5             Optimizing Medical Information Call Centers

6             About This Module

16           Medical Information Activity Start

20           Medical Information Budgets

24           Medical Information Staffing

31           Total Number of Medical Information Inquiries

34           Overall Medical Information Resources and Activities

CHARTS AND GRAPHICS

5             Optimizing Medical Information Call Centers

6             About This Module

7             Figure 1.6.i: Cutting Edge Information Research Methodology

9              Figure 1.6.ii: Study Definitions: Product Type

10           Figure 1.6.iii: Study Definitions: Launch Market

11           Figure 1.6.iv: Study Definitions: Company Size

13           Figure 1.6.v: Additional Study Information

15           Figure 1.6.vi: Understanding the Graphics

16           Medical Information Activity Start

17           Figure 1.6.1: Lifecycle Stage When Medical Information Activities Start: All Teams

19           Figure 1.6.2: Medical Information Activity Start: Cumulative Percentage, by Product Type

20           Medical Information Budgets

21           Figure 1.6.3: Medical Information Budget, by Lifecycle Stage

23           Figure 1.6.4: Percentage Change in Medical Information Budget, by Lifecycle Stage

24           Medical Information Staffing

25           Figure 1.6.5: Medical Information Staffing, by Lifecycle Stage

26           Figure 1.6.6: Percentage Change in Medical Information Staffing, by Lifecycle Stage

28           Figure 1.6.7: Medical Information Staff Outsourcing: Two Years Before Launch

28           Figure 1.6.8: Medical Information Staff Outsourcing: One Year Before Launch

29           Figure 1.6.9: Medical Information Staff Outsourcing: Launch Year

29           Figure 1.6.10: Medical Information Staff Outsourcing: First Year on Market

30           Figure 1.6.11: Comparing Average Number of Medical Information Inquiries Received with Percentage of Teams Outsourcing FTEs, by Lifecycle Stage

31           Total Number of Medical Information Inquiries

32           Figure 1.6.12: Total Number of Medical Information Inquiries Received, by Lifecycle Stage

33           Figure 1.6.13: Percentage Change in the Total Number of Medical Information Inquiries Received, by Lifecycle Stage

34           Overall Medical Information Resources and Activities

35           Figure 1.6.14: Overall Resource and Activity Levels: Explanation of Graphics

37           Figure 1.6.15: Average Medical Information Resource and Activity Levels During the Product Launch Window

38           Figure 1.6.16: Medical Information Resource and Activity Levels During the Product Launch Window: Company 3 (Niche Product)

39           Figure 1.6.17: Medical Information Resource and Activity Levels During the Product Launch Window: Company 45 (Common Product)

40           Figure 1.6.18: Medical Information Resource and Activity Levels During the Product Launch Window: Company 46 (Common Product)

41           Figure 1.6.19: Medical Information Resource and Activity Levels During the Product Launch Window: Company 47 (Common Product)

42           Figure 1.6.20: Medical Information Resource and Activity Levels During the Product Launch Window: Company 50 (Common Product)

43           Figure 1.6.21: Medical Information Resource and Activity Levels During the Product Launch Window: Company 91 (Blockbuster Product)

44           Figure 1.6.22: Medical Information Resource and Activity Levels During the Product Launch Window: Company 92 (Blockbuster Product)