Medical Information & Patient Services Call Center Excellence: Performance, Technology and Trends

STUDY OVERVIEW

Medical information and patient services call centers’ productivity and performance is critical to a pharma company's success. Low-performing contact centers can damage customer relationships, increase compliance risks, and leave companies at a competitive disadvantage.

Best Practices, LLC conducted this benchmarking research to uncover critical insights, reliable metrics, and trends that medical leaders can use to evaluate and improve information and service call center effectiveness. This study provides medical and call center leaders with metrics that can be used to evaluate performance and technology practices. The study also has a section regarding call center trends.


KEY TOPICS

• Performance Metrics
• Technology Use and Impact
• Future Trends and Issues

• Call center metrics for each of the listed performance metric areas
• Frequency of posting or reporting performance metrics to each of the listed stakeholder groups
• Types of CRM / customer database systems used by call centers
• Pros and cons of Salesforce
• Capabilities of benchmark call center CRMs
• Effectiveness of listed electronic or innovative communication channels used by benchmark call centers to interact with customers
• Innovative uses of social media successfully deployed by benchmark call centers
• Opportunities for pharma companies to take advantage of social media platforms’ customer service capabilities
• New technologies or systems that will change the way call centers do business within the next two years
• Success stories of new technology use within benchmark call centers
• Most important issues or obstacles that call centers need to tackle within the next two years
• Plans implemented around call centers to address new trends and/or issues
• Struggles and/or lessons learned around changes to call centers during the global pandemic

• Over half of companies’ call centers use customizable, off-the-shelf CRM systems such as Salesforce, Oracle, Microsoft, and others, with the ability to capture all case types ( i.e., medical and technical complaints, medical inquiries, etc.)

Best Practices, LLC engaged 47 leaders at 39 life science companies and organizations through a benchmark survey.

Industries Profiled:
Health Care; Pharmaceutical; Diagnostic; Medical Device; Biotech; Manufacturing; Science; Technology; Consumer Products


Companies Profiled:
Abbott; Alcon; Advanced Sterilization Products; Alexion Pharmaceuticals; Astellas; Amgen; AstraZeneca; Biogen; Baxter BioScience; Biosense Webster; Boehringer Ingelheim; Cordis; Daiichi Sankyo; EMD Serono; Endo Pharmaceuticals; Ethicon; Johnson & Johnson; Foundation Medicine; Galderma; GlaxoSmithKline ; Janssen; McKesson (Patient Relationship Solutions); Medtronic; Merck; Novartis; Ortho-Clinical Diagnostics; Pfizer; Roche; RECKITT BENCKISER; Sanofi Genzyme; Shionogi Inc.; Shire; Stryker; Sunovion; Takeda Pharmaceuticals; Teva Pharmaceutical Industries Ltd; UCB Pharma; 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.