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Aarkstore Enterprise--- Evolving Medical Information Call Centers through Performance Measurement and Process Improvement

Posted Sep 13 2010 1:52am

Reinvent Your Medical Information Call Centers:

Are your call loads decreasing because customers seek information via new avenues?
Do you face info-sharing competition within your own organization?
What new areas demand medical information expertise?

Evolving Medical Information Call Centers addresses these questions — and more — to give your company the boost needed to correct your call centers’ mistakes and evolve the group into new territories. Our study contains real-world data and best practices from top pharmaceutical companies’ medical information call center operations.

With customers able to find product information on the Internet or from other sources -- and with internal teams encroaching on territory previously owned by medical information groups -- call center leaders now face a number of potentially function-changing challenges.

Top teams combat the evolving landscape by tightening their own ships – which means enacting performance metrics and process improvements to become more efficient and to strengthen customer relationships. Additionally, medical information call centers continue to move into new areas, adding tasks where their skill sets translate well.

Medical Information Structures, Headcounts and Budgets – As the first major point of contact between patients and doctors and the company, call centers set the tone between customers and the firm. For medical information teams to deliver the highest quality service, they must be structured well and own sufficient headcounts and budgets. This chapter investigates structure and staffing choices while determining how these influence call center budgets.

Call Center Performance Measurement – Surprisingly, metrics tracking is a largely under-utilized practice in medical information call centers. In this threatening environment, however, the first step toward improvement is tracking and measuring call center metrics. This chapter examines what measures companies currently track -- and which ones all centers should be tracking. Benchmarks help call centers compare themselves against centers at top pharma companies.

Call Center Process Improvement – Pharmaceutical companies that focus on making their call centers efficient, available and easy to navigate will earn customer raves. To ensure that customers have good experiences, medical information leaders build sound processes into their call centers. This chapter provides details of call center processes such as answering systems, agent availability, triage systems as well as response methodologies and internal communication.

Table of Contents :
Executive Summary 11

Study Methodology 14

Profiled Companies 15

Medical Information Call Centers: Five Principles for Success 16

Medical Information Structures, Headcounts and Budgets 25

Medical Information Structures 26

Medical Information Call Center Headcounts 34

Medical Information Budgets 40

Call Center Performance Measurement: Tracking Key Metrics 47

Metrics Tracking Systems 66

Call Center Process Improvement 69

Initial Contact with the Call Center 70

Responding to Inquiries 83

Monitoring Customer Satisfaction 94


Executive Summary
Figure E.1: Percentage of Companies with Internal or Outsourced or Both Types of 14
Call Centers
Figure E.2: Call Center Metrics Tracked 18
Medical Information Structures, Headcounts and Budgets
Figure 1.1: Medical Information Reporting Lines 24
Medical Information Structures
Figure 1.2: Percentage of Companies with Centralized and Decentralized Structures 25
Figure 1.3: Percentage of Companies with Internal or Outsourced or Both Types of 26
Call Centers
Figure 1.4: Percentage of Companies with Internal Medical Information Call Centers 27
in Place
Figure 1.5: Percentage of Companies with Outsourced Medical Information Call 28
Centers in Place
Figure 1.6: Percentage of Companies with Internally Run Call Centers (by Country) 29
Figure 1.7: Percentage of Outsourced Call Center Operations in US versus Ex-US 29
Figure 1.8: Level of Executive Level Leading Medical Information Department 30
Medical Information Call Center Headcounts
Figure 1.9: Call Center Staffing 33
Figure 1.10: Average Total Monthly Calls per FTE 33
Figure 1.11: Levels of Education Represented in Medical Information Call Centers 34
Figure 1.12: Mix of Education Levels in Tiered Call Centers 35
Figure 1.13: Source of Medical Information Budgets 38
Medical Information Budgets
Figure 1.14: 2008 US Medical Information Budgets 39
Figure 1.15: 2008 US Budget per FTE 39
Figure 1.16: Percentage of Medical Information Budget Allocated to Salaries 40
Figure 1.17: Brand-Level Medical Information Spending 41
Figure 1.18: Percentage of Medical Information Departments that Provide Written 42
Information on Investigational Products


Call Center Performance Measurement: Tracking Key Metrics
Figure 2.1: Call Center Metrics Tracked 47
Figure 2.2: Average Total Number of Monthly Calls per Call Center 48
(Inbound and Outbound)
Figure 2.3: Average Total Number of Annual Calls per Call Center 49
(Inbound and Outbound)
Figure 2.4: Average Total Monthly Calls per FTE 49
Figure 2.5: Average Total Annual Calls per FTE 50
Figure 2.6: Average Inbound Calls vs. Outbound Calls 51
Figure 2.7: Inbound vs. Outbound Calls 52
Figure 2.8: Average Number of Inbound Calls Received per Month (per Call Center) 53
Figure 2.9: Average Number of Inbound Calls Received per Month per FTE 53
(per Call Center)
Figure 2.10: Average Number of Outbound Calls Performed per Month 53
(per Call Center)
Figure 2.11: Average Number of Outbound Calls Received per Month per FTE 55
(per Call Center)
Figure 2.12: Expected versus Actual Turn-Around Time 56
Figure 2.13: Percentage Actual Turn-Around Time Runs Over Expected Turn-Around 57
Figure 2.14: Average On-Hold Times 58
Figure 2.15: Average Abandonment Rates 59
Figure 2.16: Average Customer Satisfaction Rating 60
Figure 2.17: Cost per Call 62
Figure 2.18: Number of Written Responses Disseminated per FTE Annually 63

For more information please contact :

From:Aarkstore Enterprise

Contact: Neel




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