Contact Center Solutions Featured Article

Cutting Edge Understands the Vitality of Medical Information Call Centers

September 27, 2012

Medical information call centers have a lot to deal with from matching doctors to patients to assuring everyone has the support they need. There’s a lot to do, so what’s the most important thing to make sure they run smoothly? According to a study by Cutting Edge Information, that would be a proper headcount and budget.

According to the study, “Medical Information Teams and Call Center Management,” the amount of staff members employed in various call centers range greatly, but the call load and budget per employee were worthy of comparison. Most call center employees have to deal with 100-200 calls each month, with a budget of $100,000-200,000 per FTE.

However, there are several new products that are increasing the headcounts for medical information call centers. With each new product launch, there needs to be new training, preparing of new standard response documents, and expanding or making new call centers to handle them.

With the study from Cutting Edge Information, medical information executives can better understand and manage the medical information function while leveraging each team’s capabilities to support the right functions. They can also manage the growing number of responsibilities that medical information call centers have to deal with, finding the right amount of people and budget for each job.

"Medical information call centers are often the first contact between a pharmaceutical company and the physicians and patients who use its products," says Ryan McGuire, a research team leader at Cutting Edge. "They answer these two important groups' critical questions and they cannot succeed without the headcounts and budgets necessary to meet customers' needs."

This isn’t exactly breaking news, but still something important to understand. It’s not enough to just say “here’s the budget and staff for the call centers,” one must know what they need in regards to headcount and budget. Find the right number, find the balance, and get the staff that’s funded just right and can work at its best. For that, Cutting Edge’s report might be of help.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Austin 2012, taking place Oct. 2-5, in Austin, TX.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Jamie Epstein

Article comments powered by Disqus

Related Contact Center Solutions Articles

Case Study: A Web-based Forecasting Solution for Sizeable Contact Centers

Technological advances over the past decade have led to an explosion of data. Companies across all industries are working hard to learn how to harness this data to improve their business operations and run more efficiently. This is the same story for the contact center solutions community - using data effectively can help with workload management and staffing optimization. The case study below demonstrates how two companies, Fourworkx and Shinetech Software, worked together to move workforce man… [ Read More ]
10/24/2014

Westpac Relies on Teradata Insights to Enhance Customer Experience

Australian bank Westpac selects Teradata solutions to get better insights for improving customer experience. [ Read More ]
10/24/2014

No Missing Links with Interactive Intelligence Lync Integration

There can be little denying that the Holy Grail for enhancing customer experiences is to absolutely ensure that the right people have the right tools at the right time to efficiently and effectively respond to customers in real-time. This is the reason so much attention and investment by vendors and their customers alike is being placed on omni-channel capabilities. [ Read More ]
10/24/2014

FCC Issues Report on April 911 Outage

911 service are one of those things that people expect to be there when they need it. An outage in April of this year knocked out 911 service to 11 million people, and the Federal Communications Commission has released a damning report, according to Threatpost. [ Read More ]
10/23/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!