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Information Age Forces Strategic Shifts in Medical Information Call Centers, According to New Cutting Edge Information Report
Triangle Park, North Carolina

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 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.

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