RESEARCH TRIANGLE PARK, NC--(Marketwire - January 27, 2009) - Pharmaceutical medical
information call centers face challenging times ahead. Most call center
leaders find their call loads decreasing as the information age makes it
easier for doctors and patients to find product information on websites or
via weblogs. Furthermore, the increasing prevalence of medical science
liaisons imparting medically based information on physicians is starting to
encroach upon the tasks once handled only by medical information call
centers.
The newest report from pharmaceutical business intelligence leader Cutting
Edge Information, "Evolving Medical Information Call Centers through
Performance Measurement and Process Improvement," available at
http://www.MedicalInformationCallCenters.com, aims to help medical
information leaders deal with the changing environment.
"Evolving Medical Information Call Centers" examines the steps medical
information leaders are now taking to remain strategically important
components of their companies' physician and patient communications plans.
The report examines call center performance measurement, process
improvement, staffing levels and budgets. It uncovers the key metrics
companies should measure as well as the benchmarks set at top companies.
"Medical information teams are facing challenging times ahead," said David
Richardson, research team leader and lead author of the project. "Call
center leaders are responding by tightening their own ships through process
improvement and performance measurement as well as branching into new areas
where their expertise might mesh well."
"Evolving Medical Information Call Centers through Performance Measurement
and Process Improvement" (
http://www.MedicalInformationCallCenters.com), a
94-page report, consists of three chapters:
-- Medical Information Structures, Headcounts and Budgets -- As the first
major point of contact between patients and doctors and drug companies,
call centers set the tone between key customer segments and pharmaceutical
firms. For medical information teams to deliver the highest quality of
service, they must be structured well and own sufficient headcounts and
budgets.
-- Call Center Performance Measurement -- This chapter examines what
measures companies currently track and which ones leaders must begin
tracking.
-- Call Center Process Improvement -- This chapter provides details of
call center processes such as answering systems, agent availability, and
triage systems, as well as response methodologies and communicating with
internal clients. It details how these processes help winning medical
information teams succeed.
To view a complimentary brochure of this report, visit
http://www.MedicalInformationCallCenters.com.
Contact Information: Contact:
David Richardson
1-919-433-0216