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

• 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

• 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.
  

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