The report’s four (4) chapters contain benchmarks and best practices to improve medical information call center performance — especially critical as these teams take on more responsibilities despite limited resources. Data show how to structure, staff and train medical information teams for optimal efficiency; which key performance indicators best gauge call center effectiveness; and methods for preparing teams to expertly handle increasingly complex medical information inquiries. Our study features benchmarks from teams in the US, EU and emerging markets — offering a truly comprehensive overview of medical information call centers.
- 4 chapters + an Executive Summary
- 169 pages
- 500+ metrics
- 110+ charts and graphics (PowerPoint slides also available)
Data have been split by geography:
- European Union
- Emerging Markets
Data have also been split by company size:
- Top 10
- Top 50
Report highlights include:
- 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
- Extensive metrics outlining training hours for new hires and experienced call center agents, including preferred training formats and percentage of training time spent on each topic.
- Call center key performance indicator benchmarks (KPIs), including inbound and outbound calls per month, response turnaround time, abandonment rates, and customer satisfaction.
- Medical information and call center budget metrics, including budgets for single call centers and cost per FTE.
- Recommendations for facilitating medical information process requests, empowering the call center team, and creating/maintaining standard response documents (SRDs).
- Call center profiles showcasing select call centers’ background, resources, and key performance indicators.
Top Reasons to Buy This Medical Science Liaisons Report
Learn how top pharma companies demonstrate medical science liaisons’ value: MSL teams still struggle to prove value to upper management. While team leaders may prefer qualitative descriptions of their MSLs’ activities, quantitative metrics are still the focus for many senior-level executives. This report provides key performance indicators that MSL managers use to communicate their teams’ impact.
Right-size your MSL teams and strengthen cross-team communication: Use the benchmarks in this study to improve your MSL team organization and territory sizing models. Our report includes detailed staffing breakdowns for therapeutic areas and countries. By improving structure, companies can also enhance scientific expertise and facilitate cross-team communication. Communication among different medical science liaisons is essential for MSLs to share best practices and overcome challenges.
Guide your MSL hiring and compensation policies to attract and keep the best talent: Companies typically hire medical science liaisons based on a mixture of experience, knowledge and ambition. For many surveyed teams, however, passion for the medical field is the differentiating factor between otherwise equally skilled candidates. To attract top talent, companies need to not only offer challenging positions aligned with MSL experience, but also compensate liaisons accordingly. This study includes best practices for hiring and compensating medical sciene liaisons, including salary benchmarks for liaisons with 0, 2 or 5+ years of industry experience.
Excerpt from Capture and Communicate the Full Value of Medical Science Liaisons
The life of a medical science liaison (MSL) is a busy one filled with meetings,
presentations, congresses, training sessions, and of course, travel. Depending on the region and therapeutic area supported, an MSL must maintain anywhere from 20 up to 100 KOL relationships. They perform an average of 16 activities in support of investigational products and an additional 18 activities in support of marketed products.
Despite their heavy workloads, universally, MSL teams struggle to prove their value to executives outside the medical affairs function. Because many commercial executives think of value in black-and-white terms, the most popular approach is to submit a regular report of trackable metrics. It is not uncommon to see MSL managers tracking 10 or more key performance indicators (KPIs). Since 2012, when Cutting Edge Information last collected benchmarks on MSL management, MSL teams in the US are regularly tracking twice as many KPIs as they had and European teams are tracking 60% more metrics.
Examples of companies that have participated in this study: