Streamline Your Medical Information and Call Center Operations

STUDY OVERVIEW
BENCHMARK CLASS
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Non-members: Click here to review a complimentary excerpt from “Automating Medical Information: Streamlining Call Center Operations”

STUDY OVERVIEW

As the volume of medical inquiries grows, particularly with expanding portfolios, biopharma organizations face the challenge of maintaining high-quality service with limited resources. Streamlining Medical Information Call Center operations is critical not only to enhance stakeholder satisfaction but also to contribute to the overall goals of compliance, pharmacovigilance, and resource optimization.

Best Practices, LLC conducted this benchmarking research to identify how leading biopharma companies optimize their call center efficiency and performance to increase response rates and manage costs. Medical and Call Center leadership can refer to this study to spot innovation trends and evaluate their call center resourcing, staffing models, functional leadership, and KPIs.

KEY TOPICS

Call Center Leadership and Roles
Call Center Staffing Models and KPIs
Automation, AI, and Innovation Trends

KEY METRICS

Outsourcing vs. insourcing at Medical Information Call Centers
Leadership role at Medical Information Call Centers
Effective tactics and technologies to automate or upscale Medical Information Call Center capacity to meet high volumes of inquiries
Tactics and tools to maximize call center efficiency - High-Volume centers vs. Low-Volume centers
Call center contingency planning
Call center staff expertise
Call center performance

SAMPLE KEY FINDINGS

Staff Expertise: Most call centers use a “generalist” staffing model, where technology enables all reps to manage calls spanning the entire portfolio.

METHODOLOGY

Medical Information and Medical Affairs executives from 22 leading biopharma manufacturers contributed insights and data to this study through a benchmarking survey instrument. Deep-dive interviews were conducted with leading Medical Information groups to capture specific lessons learned and automation and efficiency success stories. Data is segmented (in terms of high-volume vs. low-volume call centers) to spotlight infrastructure and automation tools which support high volumes of Medical Information requests.

Industries Profiled:
Pharmaceutical; Health Care; Biotech; Medical Device; Consumer Products; Biopharmaceutical; Clinical Research; Laboratories

Companies Profiled:
AbbVie; Alexion Pharmaceuticals; Astellas; Grifols; Gilead Sciences; Indegene; Janssen; Jazz Pharmaceuticals; Johnson & Johnson; LEO Pharma; Merck; Merck Sharp & Dohme; Novartis; Pacira Biosciences; Regeneron; Rigel Pharmaceuticals; Sanofi; Sandoz; scPharmaceuticals; Supernus; Takeda Pharmaceuticals; Teva Pharmaceuticals; 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.

Automating Medical Information: Streamlining Call Center Operations

ID: 5813

Features:

Pages/Slides: 25

Published: 2024

Delivery Format: Online PDF Document

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