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Products & Services Customer Service Call Center Excellence

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

ID: 5280


Features:

12 Info Graphics

15 Data Graphics

100 Metrics

1 Narratives


Pages/Slides: 33


Published: Pre-2014


Delivery Format: Online PDF Document


 

License Options:
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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.




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  • STUDY OVERVIEW
  • BENCHMARK CLASS
  • SPECIAL OFFER
Non-members: Click here to review a complimentary excerpt from "Building a World-Class OTC Call Center: Structure, Activities and Operations"


Study Overview

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


Best Practices, LLC conducted this benchmarking research study to probe OTC call center structures and models, key activities, budget and FTE metrics, and operational issues. OTC call center leadership can use this study to obtain reliable metrics, and trends data that they can use to assess their operations and shape strategic direction for consumers/ OTC companies within pharmaceutical and related industries.


Key Topics

  • OTC Call Center Structure & Focus
  • OTC Call Center Operations

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

Sample Key Finding
  • Activity Focus: OTC call centers primarily focus on three key areas: handling medical inquiries, technical/product complaints and medical/drug safety complaints. The lack of involvement for Medical Affairs and Drug Safety in team leadership at several companies could represent a gap for companies that primarily deal with medical inquiries and drug safety.

Study Methodology

Nine call center leaders from 9 OTC (Over the Counter), and consumer packaged goods companies participated in this study.

Industries Profiled:
Pharmaceutical; Biotech; Health Care; Consumer Products; Manufacturing


Companies Profiled:
Alcon; Colgate Palmolive; GSK Consumer; Merck Consumer; Nestle Health Care; Novartis Consumer; Pfizer Consumer; Procter & Gamble; Reckitt Benckiser


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.