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Products & Services

Building a World-Class Call Center: Performance Metrics, Operations, Structures & Trends at Consumer/OTC Companies

ID: PCS-212


Features:

10 Info Graphics

35 Data Graphics

200+ Metrics

17 Narratives


Pages: 81


Published: Pre-2014


Delivery Format: Shipped


 

License Options:
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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.




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919-403-0251

  • STUDY OVERVIEW
  • BENCHMARK CLASS
  • STUDY SNAPSHOT
  • KEY FINDINGS
  • VIEW TOC AND LIST OF EXHIBITS
Contact centers must focus on how to meet the needs of customers who are increasingly mobile, increasingly connected, and increasingly impatient with slow service. The need to support a growing variety of customer interaction channels and tools is driving call centers to modernize their technology and expand connectivity options.

Best Practices, LLC conducted this benchmarking study to identify performance benchmarks for the size, cost, service delivery efficiency, structure, leadership, processes, technology, and operations of call center organizations for consumers/ OTC companies within pharmaceutical and related industries.

The study also provides participants with current metrics for call center performance in the pharmaceutical, medical device, biotech, diagnostics, consumer health, and consumer packaged goods industries.

Industries Profiled:
Pharmaceutical; Biotech; Health Care; Consumer Products; Manufacturing


Companies Profiled:
Alcon; Colgate Palmolive; GSK Consumer; Merck Consumer; Nestle Health Care; Novartis Consumer; Pfizer Consumer; Procter & Gamble; Reckitt Benckiser

Study Snapshot

Nine call center leaders from 9 OTC (Over the Counter), and consumer packaged goods companies participated in this study.

Key topics include:

  • Call Center Structure & Focus
  • Operations
  • Complaint Management Process
  • Performance Metrics
  • Technology Use & Impact
  • Future Trends & Issues

Sample Key Findings

Ambiguity in Leadership Composition of OTC Call Centers: While more than 75% of OTC call centers focus on medical inquiries and drug safety, there seems to be low representation in the leadership team for both Drug Safety and Medical Affair. Only 22% of those groups have direct reporting members on the leadership team. This is especially unusual for Medical Affairs since one-third of all the call centers report to Medical Affairs.
  • Tools & Technology & Chat: Companies are investigating new tools they could adopt in the near future to facilitate agents’ jobs, expand access for social and mobile customers and increase automation. Top areas of exploration include voice recognition, text analytics and mobile apps. Increasingly, call centers are adopting live chat services to increase contact options for callers.
Table of Contents

Executive Summary
    • Research Project Overview
    • Participating Companies
    • Key Insights & Benchmark Findings
    • Key Performance Metrics at a Glance
    • Definitions
  • Call Center Structure & Focus
  • Operations
  • Complaint Management Process
  • Performance Metrics
  • Technology Use & Impact
  • Future Trends & Issues

List of Charts & Exhibits

Call center structure
    • Function to which call center reports
    • Level of call center leaders
    • Level of call center leaders reports to
    • Call center operational approach
    • Vendor billing method used in call center
    • Composition of call center leadership team
    • Key focus areas of call center
    • Industries supported by participating call centers
    • Call center's operational budget
    • Call center staffing breakout
    • Number of products supports by call centers
    • Percentage of calls by tier
    • Percentage of call centers agent education level
    • Call center's operating hours
    • Call center's back-up center
    • Complaint resolution approaches
    • Performance metrics reporting frequency by stakeholder groups
    • Call center's average budget per call
    • Average calls handled by agent per month
    • Calls per FTE (agent and managers) per month
    • Span of control - Agents per call center manager/ leader
    • Average number of calls per month
    • Average speed of answer per call (in seconds)
    • Average hold time per call (in seconds)
    • Average length of call (in minutes)
    • Average call abandonment rate
    • Average time to customer abandonment rate (in seconds)
    • Percentage of first call resolution
    • Average number of days to resolve a complaint
    • Average time to document a case after a call (in seconds)
    • Types of customer relationship management system used in call center
    • Capability of customer relationship management system
    • Use of IVR system in call centers
    • Customer interaction channels used by call centers
    • New technology or system impacting call centers
    • Key issues and obstacles faced by call centers