How do KPIs provide insight on the quality of a Medical Information contact center?

Before selecting a contact center vendor, pharmaceutical and biotech companies need to be comfortable with outsourcing such an important part of their business. Some may ask: Will the outsourced vendor do as good a job as we would ourselves? How will we know how well the vendor is performing?

Answering these questions is the job of contact center Key Performance Indicators (KPIs). It’s important to measure multiple aspects of contact center performance. Customers need their phone calls answered quickly by a healthcare professional who will expertly respond to their questions. Written inquiries need a quick response as well. All customers need accurate information for every interaction. All Adverse Events and Product Complaints need to be identified and captured. All contact center staff need to be professional, courteous, and helpful for every interaction. Some companies have additional KPIs that they need to track as well. Clients want the ability to customize KPIs to ensure that contact center services match company goals and values.

Med Communications’ systems and processes produce regular (typically monthly) KPI results to provide insight on our contact center performance. Our KPI results exceed the targets set for these KPIs, providing evidence of the outstanding service we offer. As a result, our clients’ customers and regulators are happy, and our clients are confident that Med Communications will continue to deliver accurate, compliant, and exceptional service for every interaction as promised.

Contact us today to learn about our medical information contact center services: 877-477-0977 or https://medcommunications.com/contact-us/.