1<!DOCTYPE html>
2
3Anonymous
4/bestp
5/bestp/domrep.nsf
6F3F7133B07B865CC85257C0D0060A5E8
8
9
10
11
12
13
140
15
16
17/bestp/domrep.nsf/products/F3F7133B07B865CC85257C0D0060A5E8!OpenDocument
18
19OpenDocument
2054.91.4.56
21
22
23www.best-in-class.com
24/bestp/domrep.nsf
25BMR




» Products & Services » » Customer Service » Call Center Excellence

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:

14 Info Graphics

36 Data Graphics

160+ Metrics

25 Narratives


Pages: 13


Published: Pre-2014


Delivery Format: Online


 

License Options:
close

Single User: Authorizes use by the person who places the order or for whom the order was placed.

Sitewide: Authorizes use of the report for a geographic site. All people at site can view the report for a year and copies can be printed.

Corporate: Authorizes use for the entire company for a year and copies can be printed. No limitations for usage inside the company.




Download FREE Excerpt

 

919-403-0251

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

For report summary, click
"Download FREE Excerpt".
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