Medical Information and Patient Services Call Center Excellence: Leadership, Structure, Operations, and Complaint Management

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 insights and metrics that can be used to evaluate their call center leadership, structure, operations and complaint management approaches.

KEY TOPICS

• Call Center Team
• Structure and Focus
• Operations
• Complaint Management

• Corporate functions represented in benchmark call center leadership team
• Job levels of the call center leader and the person to whom the leader reports
• Structure of the call center; Call center reporting function
• Key call center focus areas
• Approach taken by benchmark companies to operate their call centers
• Number of different categories of FTEs (full time equivalent employees) in contact centers
• Total number of products supported by benchmark call centers
• Approximate percentage of calls to contact centers by tier type
• Education levels of call center agents (who speak directly with customers)
• Presence of a back-up call center – separate from the primary center –to handle unexpected situations (such as a recall) that cause large fluctuations in call volume
• Approach toward tracking and resolving complaints that were not resolved during the first call
• Segmenting / stratifying complaints to support identification of recurring problems and root cause analysis

• Complaint Management: Simple follow-up complaints are handled by patient services and difficult cases are sent to resolution 40% of the time.Out of the 87% call centers who segment complaints, almost 30% of participants specifically use tracking and trending to help identify recurring problems and root cause analysis.

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

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