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Best Practice Database
Customer Service » Call Center Excellence
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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.
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.