Customer Care Call Center Structure & Operations Best Practices

STUDY OVERVIEW
BENCHMARK CLASS
SPECIAL OFFER

Non-members: Click here to review a complimentary excerpt from "Building a World-Class Call Center: Structure, Activities and Operations"

Study Overview

In the current economy, call center productivity and performance is critical. Low-performing call centers can damage customer relationships and leave companies at a competitive disadvantage. While myriad factors go into the performance level of a call center, a center's structure, resource levels and activities all play a key role in overall performance.

Best Practices, LLC conducted this benchmarking research study to probe call center structures and models, key activities, budget and FTE metrics, and operational issues. Call center leadership can use this study to obtain reliable metrics, and trends data that they can use to assess their call center operations and shape strategic direction. Participants mainly represent the pharmaceutical, biotechnology and medical device sectors.

Key Topics

Call Center Structure & Focus
Call Center Operations

Sample Key Metrics

Structure of Call Center
Function of Call Center Reporting
Job Level of Call Center Leaders and Reporting
Call Center Operational Approach
Call Center Vendor Billing Methods
Composition of Call Center Leadership Team
Industries Supported by Participating Call Centers
Key Call Center Focus Areas/ Activities
Total Budget of Call Center Operation
Number of FTEs Call Center Staffing Breakout
Number of Products Supported in Call Center
Approximate Percentage of Call Centers Calls by Tier
Approximate Percentage of Call Centers Agents Education Level
Call Center's Hours of Operation
Presence of Back Up Call Centers

Sample Key Finding

Vendor Utilization: Fifty-six percent of participants employ vendors in their call center operations, with half those centers run by vendor staff and half run by a mix of internal and external employees. None of the centers in the study is run by a vendor offshore or overseas

Study Methodology

Forty call center leaders from 35 pharmaceutical, biotech, medical device, diagnostic, OTC (Over the Counter), and consumer packaged goods companies participated in this study.

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

If you purchase Best Practice Database document(s), you will have 30 days from the date of purchase to apply some or all of the cost of the document(s) toward the cost of a Full Access Individual, Pharma, Group or University Membership. Write us at DatabaseTeam@bestpracticesllc.com or call David Guinn at 919-767-9179 if you have any questions.

Building a World-Class Call Center: Structure, Activities and Operations

ID: 5263

Features:

Pages/Slides: 35

Published: Pre-2020

Delivery Format: Online PDF Document

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