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» Products & Services » » Medical Affairs » Medical Communication

Automating Medical Information: Streamlining Call Center Operations

ID: 5813


Features:

7 Info Graphics

13 Data Graphics

320+ Metrics


Pages/Slides: 25


Published: 2024


Delivery Format: Online PDF Document


 

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  • STUDY OVERVIEW
  • BENCHMARK CLASS
  • SPECIAL OFFER
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.