Navigation Links
Consumer Health Call Centers Exploring & Modernizing Technologies to Expand Customer Connectivity

CHAPEL HILL, N.C., Dec. 6, 2013 /PRNewswire/ -- Call centers today are increasingly faced with various pressures, including meeting regulatory requirements and satisfying customer inquiries. In addition, leaders must effectively complete these tasks while also holding down costs. In order to meet the needs of customers who are increasingly mobile, increasingly connected and increasingly impatient with slow service, leaders must understand how to properly support a growing variety of customer interaction channels and tools.

Recent research by benchmarking firm, Best Practices, LLC found that up to 43% of respondents from consumer and OTC (Over the Counter) companies expect to add new technology to their call centers in the next two years. The need to support a growing variety of customer interaction channels and tools is driving call centers to modernize their technology and expand customer connectivity options.

The report, "Building a World-Class Call Center: Performance Metrics, Operations, Structures & Trends at Consumer/OTC Companies," provides industry metrics and insights for consumer health call center leaders to compare themselves to their industry peers. Organizations can use this research as a guide to help their call centers to maintain high performance levels in the complex and demanding marketplace that exists.

Key study topics include:          

  • Call Center Budget, Staffing, And Management Trends
  • Use Of Social Media
  • CRM, IVR And Back-Up Services
  • Role Of Third-Party Vendors
  • Complaint Resolution Practices
  • New/ Innovative Technologies & Trends

This benchmarking research drew participation from call center leaders from 9 OTC and consumer packaged goods companies. Participation was limited to call centers operating in the United States or Canada.  

To access the full report, or to download a complimentary summary containing insights found in this report, click on the following link:

For more information on other recent primary research studies, contact us at 919.403.0251. For related research, visit our Best Practices, LLC website at

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 medicine technology :

1. USANA Probiotic Product Gets Seal Of Approval From
2. Consumer Watchdog Calls On Kaiser CEO To Disclose Substance Abuse & Patient Safety Problems At Health System Following High Profile Denials By Kaiser Doc
3. Pharmaceutical Industry Turning to Emerging Market Research Tools to Better Understand Consumer Decision-Making
4. Average Consumer Can Now Store Entire Genome with New Product MyDNA Safe
5. Study Assesses New Tools, Technologies, and Approaches for Understanding and Communicating with Consumers
6. Consumer Marketing Research Innovation: Assessing New Tools for Understanding and Communicating with Consumers
7. Sunrise Pharmaceutical, Inc. Sued for Violation of New Jersey Consumer Fraud Act
8. Consumers Union Calls On Medical Device Makers to Provide Warranties for Hip & Knee Implants
9. Assurex Health Appoints Veteran P&G Consumer Products Executive Virginia Coleman Drosos President to Lead Personalized Medicine Growth
10. CVS/pharmacy Consumer Survey Finds Less than Half of Americans are More Likely to Get Vaccinated Following Last Seasons Flu Outbreak, But Many More Call getting a Flu Shot a "Social Responsibility"
11. EPGL Medical Invents Self Powered Contact Lenses for Medical and Consumer Applications
Post Your Comments:
(Date:11/30/2015)... 2015 --> --> ... Market by Product (Soft Tissue, All Tissue, Dental Welding Lasers), ... and Geography - Global Forecast to 2020", published by MarketsandMarkets, ... a CAGR of 5.2% during the forecast period from 2015 ... and 62 Figures spread through 167 P ages and ...
(Date:11/30/2015)... WOODCLIFF LAKE, N.J. and SAN ... Inc. and Arena Pharmaceuticals, Inc. (NASDAQ: ARNA ) ... (FDA) has accepted for filing the New Drug Application ... approved, the extended release formulation will offer patients a ... ® ) is currently approved as ...
(Date:11/30/2015)... -- Cumberland Pharmaceuticals (CPIX), today announced that A.J. Kazimi , ... 3, 2015. TIME: 3:15p.m. ET LINK: ... --> DATE: Thursday, December 3, ... --> --> This will be ... ask the company questions in real-time - both in the ...
Breaking Medicine Technology:
(Date:11/30/2015)... ... November 30, 2015 , ... The American Society for Clinical ... of World AIDS Day 2015. On Nov. 30, ASCP shared its “Give a minute. ... World AIDS Day and the importance of getting tested for HIV. , ASCP has ...
(Date:11/30/2015)... ... November 30, 2015 , ... According to RF ... a senior scientist at Consumer Reports as supporting a “A Call for Clarity” ... limits. , The original Nov 2015 CR story titled, “Does Cell-Phone Radiation Cause ...
(Date:11/30/2015)... ... November 30, 2015 , ... While powdered supplements and drinks can reduce ... an inventor from Chesterfield, Va., has found an easy to keep track of the ... to measure powdered contents in a canister or other container handy and readily accessible. ...
(Date:11/30/2015)... Ill. (PRWEB) , ... November 30, 2015 , ... ... Decision Support Solutions, announced at the Radiology Society of North America (RSNA) annual ... have seen over 60% growth from 2014. Throughout 2015, the company has ...
(Date:11/30/2015)... ... November 30, 2015 , ... ... suite of automated breast density assessment and enterprise analytics solutions, here at ... 4, 2015 (South Hall booth #2377). Volpara’s quantitative breast imaging tools enable ...
Breaking Medicine News(10 mins):