Medical Information and Patient Services Call Center Excellence

STUDY OVERVIEW
BENCHMARK CLASS
STUDY SNAPSHOT
KEY FINDINGS
VIEW TOC AND LIST OF EXHIBITS

Medical information and patient services call centers need to focus on meeting the needs of customers who are increasingly mobile, increasingly connected, and increasingly impatient with slow service.

Low-performing medical information and patient services contact centers can damage customer relationships, increase compliance risks, and leave companies at a competitive disadvantage. To keep up with competition, successful pharma companies must adopt the latest tools and expand connectivity options to support a growing variety of customer interaction channels.

Best Practices, LLC undertook this benchmarking research to identify performance benchmarks for building a world-class medical information and patient services call center. This report provides medical and call center leaders with critical insights and metrics that can be used to evaluate and improve information and service call center effectiveness.

Industries Profiled:
Health Care; Pharmaceutical; Diagnostic; Medical Device; Biotech; Manufacturing; Science; Technology; Consumer Products

Companies Profiled:
Abbott; Zoetis Inc.; Advanced Sterilization Products; Akcea Therapeutics; Alcon Laboratories; Alexion Pharmaceuticals; Amgen; Astellas; AstraZeneca; Baxter International; Biogen; Biosense Webster; Boehringer Ingelheim; Cordis; Daiichi Sankyo; EMD Serono; Endo Health Solutions; Ethicon; Johnson & Johnson; Foundation Medicine; Galderma; GlaxoSmithKline ; Hoffmann-La Roche; Janssen; McKesson (Patient Relationship Solutions); Medtronic; Merck; Novartis Consumer Health; Ortho-Clinical Diagnostics; Pfizer; RECKITT BENCKISER; Sanofi Genzyme; Shionogi Inc.; Shire; Stryker; Sunovion; Takeda Pharmaceuticals; Teva Pharmaceutical Industries Ltd; UCB Pharma; United Therapeutics

Study Snapshot

Best Practices, LLC engaged 47 leaders at 39 life science companies in this research through a benchmark survey. More than half of the benchmark participants serve at the director / head level.

Key topics covered in this report include:

Call Center Team
Structure and Focus
Operational Excellence
Complaint Management
Performance Metrics
Technology Use and Impact
Future Trends and Issues

Key Findings

Select key insights uncovered from this report are noted below. Detailed findings are available in the full report.

Structure and Focus:

Majority of call centers are regional or country specific, operating as an internal corporate function and additionally may contract vendors for special and promotional activities.
Call centers focus first on 24-hour customer support and medical inquiries and second towards supplementing field-based promotional activities.

Table of Contents

Sr. No.	Topic	Slide No.
I.	Overview and Research Methodology	Pg. 4
II.	Universe of Learning	Pg. 5
III.	Key Insights	Pg. 6
IV.	Call Center Team	Pg. 7
V.	Structure and Focus	Pg. 10
VI.	Operations	Pg. 14
VII.	Complaint Management	Pg. 20
VIII.	Performance Metrics	Pg. 23
IX.	Technology Use and Impact	Pg. 27
X.	Future Trends and Issues	Pg. 36
XI.	Participant Demographics	Pg. 40
XII.	Appendix	Pg. 43
XIII.	About Best Practices, LLC	Pg. 53

List of Charts & Exhibits

I. Call Center Team

Corporate functions represented in benchmark call center leadership team
Job levels of the call center leader and the person to whom the leader reports

II. Structure and Focus

Structure of the call center; Call center reporting function
Key call center focus areas
Approach taken by benchmark companies to operate their call centers

III. Operational Excellence

Number of different categories of FTEs (full time equivalent employees) in contact centers
Total number of products supported by benchmark call centers
Approximate percentage of calls to contact centers by tier type
Education levels of call center agents (who speak directly with customers)
Presence of a back-up call center – separate from the primary center –to handle unexpected situations (such as a recall) that cause large fluctuations in call volume

IV. Complaint Management

Approach toward tracking and resolving complaints that were not resolved during the first call
Segmenting / stratifying complaints to support identification of recurring problems and root cause analysis

V. Performance Metrics

Call center metrics for each of the listed performance metric areas
Frequency of posting or reporting performance metrics to each of the listed stakeholder groups

VI. Technology Use and Impact

Types of CRM / customer database systems used by call centers
Pros and cons of Salesforce
Capabilities of benchmark call center CRMs
Effectiveness of listed electronic or innovative communication channels used by benchmark call centers to interact with customers
Innovative uses of social media successfully deployed by benchmark call centers
Opportunities for pharma companies to take advantage of social media platforms’ customer service capabilities
New technologies or systems that will change the way call centers do business within the next two years
Success stories of new technology use within benchmark call centers

VII. Future Trends and Issues

Most important issues or obstacles that call centers need to tackle within the next two years
Plans implemented around call centers to address new trends and/or issues
Struggles and/or lessons learned around changes to call centers during the global pandemic

Building a World Class Medical Information and Patient Services Call Center

ID: PCS-214

Features:

Pages: 53

Published: 2020

Delivery Format: Shipped

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