Navigation Links
New Technology and Healthcare Environment Present Both Challenges and Opportunities for Pharmaceutical Call Centers
Date:1/10/2014

CHAPEL HILL, N.C., Jan. 10, 2014 /PRNewswire/ -- Call centers in the pharmaceutical sector are under increasing pressure to raise performance levels, meet regulatory requirements, and satisfy customer inquiries. Simultaneously, call center leaders are expected to hold down costs.

To accomplish all this, contact centers need to focus on meeting the needs of customers who are increasingly mobile, increasingly connected, and increasingly impatient with slow service. This need to support a growing variety of customer service channels and tools is driving call centers to modernize their technology and expand connectivity options.

Indeed, contact centers expect to add new technology in the next two years to expand customer connectivity through embracing social media, live chat, mobile apps, and other tools currently used by only a few. For example, 45 percent of surveyed call center leaders expect to implement live chat technology, where only 6 percent use it now, according to new research from Best Practices, LLC.

The research project generated a report - Creating a World-Class Call Center in North America's Current Healthcare Environment: Performance Metrics, Operations, Structures and Trends - that identifies performance benchmarks for the size, cost, structure, leadership, technology, and operations of call center organizations within pharmaceutical and related industries.

Among the topics addressed in this study are:

  • Budget and staff size
  • New customer interaction channels
  • Innovative uses of social media
  • The role of vendors in call center management
  • And trends that are driving technology evolution in high-performing contact center organizations.

The study is based on a research project involving a benchmark class of 40 call center leaders from 35 pharmaceutical, biotech, medical device, diagnostic, OTC (Over the Counter), and consumer packaged goods companies. Participation was limited to call centers operating in the United States or Canada.

The 84-page report provides industry metrics and trends insights that can serve as a reference point on pharma call center budget levels, budget allocations, program operations and services, complaint resolution processes, technology, and service levels.

To see how your call center stacks up, download a free summary of our Call Center report at: http://www3.best-in-class.com/rr1259.htm.

ABOUT BEST PRACTICES, LLC
Best Practices, LLC is a leading benchmarking, consulting and advisory services firm serving biopharmaceutical and medical device companies worldwide. Best Practices, LLC's clients include all the top 10 and 48 of the top 50 global healthcare companies. The firm conducts primary research and consulting using its comprehensive proprietary benchmarking tools and analysis. The operational insights, findings and analysis form the basis for our Benchmarking Reports, databases and advisory services to support executives in commercial and R&D operations. Best Practices, LLC believes in the profound principle that organizations can chart a course to superior economic performance by studying the best business practices, operating tactics and winning strategies of world-class companies.


'/>"/>
SOURCE Best Practices, LLC
Copyright©2012 PR Newswire.
All rights reserved

Related biology technology :

1. Bayer HealthCares Cotavance® Drug Eluting Balloon With Paccocath® Technology Reduced Five-Year Target Lesion Revascularization Rates by 59 Percent in PAD Patients Compared to Those Treated With Uncoated Balloon
2. Positive Clinical Study Results for BSPs HyperQ Technology
3. Arizona State University engineers aim to improve performance of technology in extreme environments
4. iBioLaunch™ Technology Successfully Applied to Modified C1 Inhibitor
5. Pitt discoveries in quantum physics could change face of technology
6. Verenium to Present at Baird Clean Technology Conference
7. Puma Biotechnology Announces Completion of Private Placement
8. Roche NimbleGen and BGI Develop Advanced MHC Region Capture Technology for Human Disease and Biomedical Research
9. Animal Biotechnology - Technologies, Markets and Companies
10. The European Union Signs Grant Contract to Fund a 2 Million Euro Biotechnology Research Project Led by Hadassah College Jerusalem
11. Puma Biotechnology Announces Positive PB272 (Neratinib) Phase II Data at CTRC-AACR San Antonio Breast Cancer Symposium
Post Your Comments:
*Name:
*Comment:
*Email:
(Date:6/24/2016)... ... June 24, 2016 , ... While the majority of commercial spectrophotometers and ... and the 6000i models are higher end machines that use the more unconventional z-dimension ... light beam from the bottom of the cuvette holder. , FireflySci has developed ...
(Date:6/23/2016)... , June 23, 2016 /PRNewswire/ - FACIT has ... Ontario biotechnology company, Propellon Therapeutics Inc. ... and commercialization of a portfolio of first-in-class WDR5 ... targets such as WDR5 represent an exciting class ... in precision medicine for cancer patients. Substantial advances ...
(Date:6/23/2016)... , June, 23, 2016  The Biodesign Challenge (BDC), ... new ways to harness living systems and biotechnology, announced ... (MoMA) in New York City . ... participating students, showcased projects at MoMA,s Celeste Bartos Theater ... Antonelli , MoMA,s senior curator of architecture and design, ...
(Date:6/23/2016)... LOUISVILLE, Ky. , June 23, 2016 /PRNewswire/ ... from two Phase 1 clinical trials of its ... double-blind, placebo-controlled, single and multiple ascending dose studies ... and pharmacodynamics (PD) of subcutaneous injection in healthy ... APL-2 subcutaneously (SC) either as a single dose ...
Breaking Biology Technology:
(Date:5/12/2016)... May 12, 2016 WearablesResearch.com , a ... the overview results from the Q1 wave of its ... wave was consumers, receptivity to a program where they ... a health insurance company. "We were surprised ... says Michael LaColla , CEO of Troubadour Research, ...
(Date:4/28/2016)... April 28, 2016 First quarter 2016:   ... 966% compared with the first quarter of 2015 The ... 589.1 M (loss: 18.8) and the operating margin was 40% (-13) ... Cash flow from operations was SEK 249.9 M (21.2) ... guidance is unchanged, SEK 7,000-8,500 M. The operating margin ...
(Date:4/15/2016)...  A new partnership announced today will help ... in a fraction of the time it takes ... life insurance policies to consumers without requiring inconvenient ... Diagnostics, rapid testing (A1C, Cotinine and HIV) and ... weight, pulse, BMI, and activity data) available at ...
Breaking Biology News(10 mins):