News : Average Cost of Training New Medical Information Call Center Agents Tops $16,000
Research Triangle Park, NC, USA, March 21, 2017 -- The most successful pharmaceutical companies allocate an average $16,900 annually per new call center agent, according to a business intelligence study by life sciences research firm Cutting Edge Information.
The study, Medical Information and Call Center Performance: Building New Practices to Meet the Evolving Needs of HCPs and Patients, found that training costs associated with new call center agents greatly outweigh the cost of training experienced agents, with the average annual cost of training experienced medical information call center agents at $6,400.
Of the surveyed US groups in the study, 75% manage to keep average agent training costs under $10,000 per new hire and per annual experienced agent training, but 25% spend significantly more at $15,000 per new hire. The data also show that compared to US groups, surveyed European teams spend significantly more to train their new hire agents. Two European companies report spending an average $30,000 and $40,000, respectively, per trainee.
"Medical information call center agents must be prepared to handle large call volumes and to deliver detailed, medically accurate information quickly," said Adam Bianchi, senior director of research at CEI. "To provide the best customer service, call center agents need to undergo thorough training."
Companies should maximize their new hire training impact by employing multiple training formats -- classroom sessions, self-guided programs, and live roleplay -- to prepare new hires for medical information call center responsibilities. Surveyed Top 10 and Top 50 pharmaceutical companies devote the largest percentages of their training time to self-guided programs (63.8% on average) and classroom-type settings (22.1% on average).
Medical Information and Call Center Performance: Building New Practices to Meet the Evolving Needs of HCPs and Patients details survey results and interviews with several of top life sciences companies' medical information and pharmaceutical call center teams. The report provides readers with in-depth analysis and benchmarks of the industry's most innovative companies.
Posted by Veronica Silva Cusi, news correspondent
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About Cutting Edge Information:
Customized research and benchmarking firm providing decision support to pharmaceutical, biotechnology and other life science firms. Provides off-the-shelf and customized research for key areas including medical affairs, clinical development, managed markets strategy, pharmacovigilance, marketing management, sales and field force management, payer relationship management, lifecycle management, patient education, market research, staffing and budgeting, benchmarking and competitive intelligence.
Published: Thursday, March 23, 2017
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