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Best Practice Database
Customer Service » Call Center Excellence
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Leading over-the-counter (OTC) companies rely on call centers to provide superior customer service. As one of the key drivers of customer loyalty, an effective OTC call center plays an important part in an organization's overall success. Effectively handling customer complaints ensures future sales.
Best Practices, LLC conducted this study to highlight how high-performing OTC call center organizations approach complaint management. The study provides qualitative and quantitative data around complaint resolution approaches used by participating OTC organizations within pharmaceutical and related industries. The study also presents an array of ratios and service-level metrics dealing with critical measures of OTC call center operations, such as cost per call and percentage of complaints resolved on first call. OTC call center leaders can use the data in this study to compare their performance ratios and metrics with those of peer organizations.