News : US Pharmaceutical Call Center Agent Training is Dedicated to Product Information
Research Triangle Park, NC, Nov 17, 2014 -- As pharmaceutical call centers field increasingly complex inquiries, product information forms the bedrock of knowledge for successful call center agents. A new study from Cutting Edge Information shows that US pharmaceutical companies spend more than 55% of training time focused on product information.
The report, "Medical Information and Call Center Performance: Building New Practices to Meet the Evolving Needs of HCPs and Patients," found that pharmaceutical companies around the world dedicate a large portion of their call center agent training to product information. Among European call centers 46% of the training time is spent on product information and emerging markets call centers spend 49%.
The free availability of information online has translated into different types of questions being asked of call center agents than in the past. As patients and HCPs use the internet to answer simpler questions that used to be directed to call centers, these agents must now be prepared to deal with more complex calls about drug interactions, side effects and other issues.
2018 Top Ranking Performers Present:
CONTACT CENTER & CUSTOMER ENGAGEMENT
BERLIN - ORLANDO - MACAOFIND OUT MORE!
"Because training is so extensive for call center agents, many medical information teams prefer to hire highly educated personnel," says Jacob Presson, Senior Analyst at Cutting Edge Information. "Today, companies look for a broad educational background for agents, including PharmDs and a mix of nurse practitioners or physician assistants."
While the general focus of call center agent training on product information remains consistent across most companies, secondary foci vary. Companies working in more established markets concentrate training on database/CRM navigation and compliance. Database navigation training ensures that agents are able to quickly access information via sophisticated, often proprietary, CRMs.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Choose Your Response Method Carefully
More Editorial From Cutting Edge Information
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: Tuesday, November 18, 2014
Noble Systems Corporation is a global provider of contact center, workforce engagement, and analytics technologies, offering premise, cloud, and hybrid platforms. Noble Systems has been providing inno...
Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - m...
|Arise Virtual Solutions|
Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based platform provides a virtual nationwide network to connect primarily work-at-ho...
|Genex Infosys Limited|
Genex Infosys is managed by a group of young and dynamic people having extensive knowledge and global exposure in the field of BPO and IT services. Genex is the largest BPO Company in Bangladesh is an...