SOURCE: Cutting Edge Information

Cutting Edge Information

April 17, 2015 09:15 ET

In Lieu of ROI Numbers, Medical Information Teams Rely on Key Performance Indicators to Track Pharmaceutical Call Center Performance

Cutting Edge Information Survey Finds That 88% of Call Centers Track Inbound Calls per Month

RESEARCH TRIANGLE PARK, NC--(Marketwired - April 17, 2015) - Pharmaceutical call centers must demonstrate value and efficiency without the ability to rely on return on investment numbers. Instead, they must leverage other metrics to gauge call center performance. According to life sciences intelligence firm Cutting Edge Information, 88% of surveyed call centers track inbound calls per month as a part of their key performance indicators (KPIs).

With increasing budgetary constraints, call centers are under pressure to demonstrate successful performance. As such, these groups must carefully track KPIs and set realistic goals. In addition to inbound calls per month, 65% of pharmaceutical call centers track turnaround times and 59% track customer satisfaction. 

"Medical information is a major function of medical affairs and one of the main points of communication between a company's call center and its customers," said Jacob Presson, senior research analyst at Cutting Edge Information. "In lieu of hard financial numbers, pharmaceutical call centers must use KPIs to prove that patients and HCPs are satisfied with their communications."

Medical Information and Call Center Performance: Building New Practices to Meet the Evolving Needs of HCPS and Patients details survey results and interviews with several of the top life sciences medical information and pharmaceutical call center teams. The report, available at http://www.cuttingedgeinfo.com/research/medical-affairs/information-teams/, provides readers with in-depth analysis and benchmarks of the industry's most innovative companies.

With the best practices, insights and metrics that this report provides, medical information executives will be prepared to demonstrate value and argue for more resources for their departments and for their pharmaceutical call centers. Other benefits of purchasing this study include:

  • Benchmarking your medical information teams, both internally and at the call center, against key performance indicators collected and analyzed in this study.
  • Align budgets with call center volume and group responsibilities.
  • Learn the advantages of implementing self-guided training programs to maximize efficiency.
  • Boost efficiency by establishing clear processes for elevated calls.
  • Explore call center operations for teams of different sizes and regions.

To learn more about the pharmaceutical call center and medical information study, please download the report brochure at http://www.cuttingedgeinfo.com/download/?ref=26221.

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