Evolving Medical Information Call Centers through Performance Measurement and Process Improvement

Published by: Cutting Edge Information

Published: Jan. 1, 2009 - 94 Pages

Table of Contents

Executive Summary

Study Methodology

Profiled Companies

Medical Information Call Centers: Five Principles for Success

Medical Information Structures, Headcounts and Budgets

Medical Information Structures

Medical Information Call Center Headcounts

Medical Information Budgets

Call Center Performance Measurement: Tracking Key Metrics

Metrics Tracking Systems

Call Center Process Improvement

Initial Contact with the Call Center

Responding to Inquiries

Monitoring Customer Satisfaction

CHARTS AND GRAPHICS

Executive Summary

Figure E.1: Percentage of Companies with Internal or Outsourced or Both Types of Call Centers

Figure E.2: Call Center Metrics Tracked

Medical Information Structures, Headcounts and Budgets

Figure 1.1: Medical Information Reporting Lines

Medical Information Structures

Figure 1.2: Percentage of Companies with Centralized and Decentralized Structures

Figure 1.3: Percentage of Companies with Internal or Outsourced or Both Types of Call Centers

Figure 1.4: Percentage of Companies with Internal Medical Information Call Centers in Place

Figure 1.5: Percentage of Companies with Outsourced Medical Information Call Centers in Place

Figure 1.6: Percentage of Companies with Internally Run Call Centers (by Country)

Figure 1.7: Percentage of Outsourced Call Center Operations in US versus Ex-US

Figure 1.8: Level of Executive Level Leading Medical Information Department

Medical Information Call Center Headcounts

Figure 1.9: Call Center Staffing

Figure 1.10: Average Total Monthly Calls per FTE

Figure 1.11: Levels of Education Represented in Medical Information Call Centers

Figure 1.12: Mix of Education Levels in Tiered Call Centers

Figure 1.13: Source of Medical Information Budgets

Medical Information Budgets

Figure 1.14: 2008 US Medical Information Budgets

Figure 1.15: 2008 US Budget per FTE

Figure 1.16: Percentage of Medical Information Budget Allocated to Salaries

Figure 1.17: Brand-Level Medical Information Spending

Figure 1.18: Percentage of Medical Information Departments that Provide Written Information on Investigational Products

Call Center Performance Measurement: Tracking Key Metrics

Figure 2.1: Call Center Metrics Tracked

Figure 2.2: Average Total Number of Monthly Calls per Call Center (Inbound and Outbound)

Figure 2.3: Average Total Number of Annual Calls per Call Center (Inbound and Outbound)

Figure 2.4: Average Total Monthly Calls per FTE

Figure 2.5: Average Total Annual Calls per FTE

Figure 2.6: Average Inbound Calls vs. Outbound Calls

Figure 2.7: Inbound vs. Outbound Calls

Figure 2.8: Average Number of Inbound Calls Received per Month (per Call Center)

Figure 2.9: Average Number of Inbound Calls Received per Month per FTE (per Call Center)

Figure 2.10: Average Number of Outbound Calls Performed per Month (per Call Center)

Figure 2.11: Average Number of Outbound Calls Received per Month per FTE (per Call Center)

Figure 2.12: Expected versus Actual Turn-Around Time

Figure 2.13: Percentage Actual Turn-Around Time Runs Over Expected Turn-Around Time

Figure 2.14: Average On-Hold Times

Figure 2.15: Average Abandonment Rates

Figure 2.16: Average Customer Satisfaction Rating

Figure 2.17: Cost per Call

Figure 2.18: Number of Written Responses Disseminated per FTE Annually

Call Center Process Improvement

Figure 3.1: Sources of Medical Information Inquiries

Initial Contact with the Call Center

Figure 3.2: Sources of Medical Information Inquiries, by Company

Figure 3.3: Percentage of Companies with Interactive Voice Response Systems in Place

Figure 3.4: Days Available per Week

Figure 3.5: Days of Availability per Week

Figure 3.6: Daily Hours of Availability

Figure 3.7: Daily Hours Available

Figure 3.8: Outsourcing of After Hours Availability

Figure 3.9: Percentage of Companies with Medical Information Specialists Available During Business Hours

Figure 3.10: Expected versus Actual Turn-Around Time

Figure 3.11: Utilization of External Medical Experts

Figure 3.12: After-Hours Availability of Medical Information Specialists

Figure 3.13: How Companies Respond to Medical Information Inquiries

Responding to Inquiries

Figure 3.14: Number of Written Responses Disseminated per FTE Annually

Figure 3.15: Percentage of Companies with Items Available Upon Request

Figure 3.16: Company B’s Process of Forming Written Responses

Figure 3.17: How Written Responses are Delivered

Figure 3.18: Percentage of Medical Information Departments that Provide Written Information on Investigational Products

Figure 3.19: How Medical Information Departments Communicate Follow-Up Results to Field-Based Employees

Figure 3.20: Communicating Updates to FAQs to Field-Based Employees

Figure 3.21: Percentage of Companies with Websites Housing Standard Letters

Figure 3.22: Percentage of Companies with Websites Answering FAQs

Figure 3.23: Stakeholder Feedback Mechanisms

Monitoring Customer Satisfaction

Figure 3.24: Lack of Automated Feedback Systems

Abstract

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