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Consumer Health Call Centers Exploring New Social Media Channels

CHAPEL HILL, N.C., July 3, 2014 /PRNewswire/ -- Call centers within the pharmaceutical industry are increasingly being challenged to satisfy customer inquiries while simultaneously cutting costs. In today's ever-changing marketplace, call centers must modernize their technology and expand connectivity options in order to support a growing variety of customer interaction channels and tools.

According to recent research by benchmarking firm, Best Practices, LLC, there are many gaps in adoption of social media platforms (such as live chats and blogs) within consumer health call centers. Sixty-three percent of respondents identified issues such as regulations, privacy and lack of knowledge on usability as key challenges to social media adoption. Despite this, forty-three percent of the OTC segment reported using Facebook as a customer interaction channel.

The related report, "Building a World-Class Call Center: Performance Metrics, Operations, Structures & Trends at Consumer/OTC Companies," captures critical performance benchmarks for the size, cost, service delivery efficiency, structure, leadership, processes, technology, and operations of Call Center organizations for consumers / OTC companies. The research will help leaders to maximize performance in the year ahead.

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 nine call center leaders from nine OTC (Over the Counter) 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.

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