Report Summary: Creating a World-Class Call Center in North America’s Current Healthcare Environment: Performance Metrics, Operations, Structures and Trends: Benchmarking Report

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

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Contact centers must focus today on how to meet the needs of customers who are increasingly mobile, increasingly connected, and increasingly impatient with slow service. To keep up with competition, companies must investigate new tools they could adopt in the near future to support a growing variety of customer interaction channels.

Leading organizations are increasingly modernizing technology and expanding connectivity options to optimize customer relations. This benchmarking research study provides participants with current metrics for call center performance in relation to new technology use. The study also examines future trends for call centers.

Best Practices, LLC conducted this benchmarking study to provide participants with critical insights, reliable metrics, and trends data they can use to assess their operations and to help to shape overall strategic direction.

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 evolution in high-performing contact center organizations.

Participating companies represent biopharmaceutical, OTC (over-the-counter drugs), medical device, diagnostics, and consumer packaged goods companies.

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

Companies Profiled:
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

Study Snapshot

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

Key Findings

1. Use of Social Media: Participating call centers generally agree that social media will be an important customer access channel in the near future, however, the current rate of adoption varies widely. Adoption rates of new technologies are driven in part by the amount of value senior management places on the customer data that call centers collect.

2. Self-Service: Benchmark participants are exploring ways to increase self-service for customers with common call center queries. Knowledge bases and artificial intelligence will expedite this process, increasing consumer access and, potentially, reducing costs.

3. Globalization: Benchmark participants anticipate increased globalization of call centers in the next few years to provide standardized service to a global customer base. Those who have already begun globalization noted that a common technology platform and centralized leadership are basic requirements. Regional variations in regulations, however, will continue to create globalization challenges.

Table of Contents

I.Executive Summary

Research Project Overview
Participating Companies
Key Insights & Benchmark Findings
Key Performance Metrics at a Glance
Definition

II.Call Center Structure & Focus
III.Operations
IV.Complaint Management Process
V. Performance Metrics
VI. Technology� Use & Impact Future Trends & Issues

List of Charts & Exhibits

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

Key industry metrics, including:

Call center budget per $1M in supported revenue
Cost per call
Calls per agent
Span of control
Average hold time, length of call, abandonment rate, abandonment time, speed of answer

Report Summary: Creating a World-Class Call Center in North America’s Current Healthcare Environment: Performance Metrics, Operations, Structures and Trends

ID: PCS-211A

Features:

Pages: 13

Published: Pre-2018

Delivery Format: Online

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