Health Care; Pharmaceutical; Diagnostic; Manufacturing; Biotech; Science; Consumer Products; Medical Device; Distribution
Abbott; ASP; Alcon; Biosense Webster; Alexion Pharmaceuticals; Colgate; Amgen; Cordis; Astellas; Baxter International; Biogen Idec; Boehringer Ingelheim; Daiichi Sankyo; Endo Pharmaceuticals; Ethicon; Johnson & Johnson; Genzyme; GlaxoSmithKline ; Janssen; McKessonHBOC; Medtronic; Merck; Nestle; Novartis; Ortho-Clinical Diagnostics; Pfizer; Procter & Gamble; RECKITT BENCKISER; Roche; Shionogi Inc.; Shire; Sunovion; Takeda Pharmaceuticals; Teva Pharmaceutical Industries Ltd; UCB Pharma; United Therapeutics
Forty call center leaders from 35 pharmaceutical, biotech, medical device, diagnostic, OTC (Over the Counter), and consumer packaged goods companies participated in this study.
Call centers in the pharmaceutical industry are under increasing pressure today to raise performance levels, meet regulatory requirements, and satisfy customer inquiries, while holding down costs.
This report provides reliable performance and service metrics call center leaders can use to compare themselves to their industry peers. It also looks at:
- Budget and staff size
- New customer interaction channels
- Innovative uses of social media
- The role of vendors in call center management
- Trends that are driving technology