RESEARCH TRIANGLE PARK, NC--(Marketwire - March 12, 2009) - Medical information call
centers, common among drug companies, have resisted the tide of outsourcing
sweeping through other areas.
Thanks to the promise of cost savings, outsourcing has become an
established part of doing business for companies in many sectors. Today,
nearly every Fortune 1000 company outsources some part of its operations.
Pharma and biotech companies are no different, according to pharmaceutical
intelligence firm Cutting Edge Information.
However, a new study by Cutting Edge Information reveals that in one area,
at least, drug companies overwhelmingly agree that in-house is better. The
study, "Evolving Medical Information Call Centers through Performance
Measurement and Process Improvement,"
(
http://www.MedicalInformationCallCenters.com) shows that 85% of
pharmaceutical companies utilize in-house call centers for their distinct
advantages.
Call quality ranks number one on the list of benefits. Here's why: When a
company outsources its medical information call center function, the
company hands over control of its customers' call experiences to a vendor.
When a call center remains in-house, however, internal employees manage
that customer experience. Members of in-house teams, invested in brand
success, are more driven to provide optimal customer service.
"Ensuring the best call experience must be number one on a medical
information call center's agenda," says David Richardson, the report's lead
analyst. "While call center employees do not sell the product, they are
selling the company. Physicians may not prescribe and patients may not
take the company's product after a bad experience with a call center."
"In-sourcing" their call centers may even give drug companies a public
relations win. With millions of Americans out of work due to the
recession, companies that outsource jobs to employees in other nations
stand to lose status in the eyes of Americans. As far back as 2004, a
Zogby International survey found that 71% of American citizens believe that
"outsourcing jobs overseas" hurts the US economy. Other surveys maintain
that point of view, especially as unemployment rises.
"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
-- Call Center Performance Measurement
-- Call Center Process Improvement
To view a complimentary brochure of this report, visit
http://www.MedicalInformationCallCenters.com.
Contact Information: Contact:
David Richardson
1-919-433-0216