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.