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

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