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New Study with Performance Metrics that Create a World-Class Call Center

CHAPEL HILL, N.C., Oct. 27, 2020/PRNewswire/ -- Medical information and patient services call centers face customers who are increasingly mobile and 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.

A new Best Practices, LLC study found that complaint triage helps identify requiring problems and root cause analyses; the most common processes used to stratify complaints are tracking / trending (29%), CSAT reports (18%), QA / QC procedures (18%), data analysis (18%) and subject matter experts (16%).

Building a World Class Medical Information and Patient Services Call Centeridentifies call center performance benchmarks for leadership, structure, operations, complaint management, performance, technology and current trends. This 53-page study 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.

Topics addressed in this study are:

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

The study is based on a research project involving 47 leaders at 39 life sciences companies and organizations. More than half of the participants belong to director / head level.

To see how your call center stacks up, download a free summary of our Call Center report at: https://www.best-in-class.com/rw96.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.