The strategic value of the medical information contact center
The medical information contact center is the epicenter for service in many pharmaceutical and biotech companies, as it is the hub for inquiries, concerns, and feedback that come directly from patient, caregiver, and health care professional customers. A high-performing medical information contact center delivers high quality in every customer interaction to provide accurate and consistent answers for customers and achieve customer satisfaction and regulatory compliance. An effective outsourced medical information contact center produces efficient call handling, improved customer service, scalability, cost savings, 24/7 availability (as needed), and multilingual support (as needed).
In any company, there are many priorities. Often new product launches or “shiny new projects” touted by industry pundits and the media get most of the attention. Time, money, and people are focused on these projects, while areas like the contact center may be considered “business as usual” or a “cost center.”
Lumping the medical information contact center into the business as usual/cost center category can be shortsighted. Certainly, if all someone expects or requests from the contact center is basic tactical operational work (which by itself is worthwhile and important), it’s likely that is all they will receive. But such an approach overlooks the additional potential for strategic insight and value that the contact center can bring.
Successful companies deliver customer experiences that create and sustain loyalty by helping customers succeed with their products. A key task is listening to customer feedback and then communicating and acting on those insights. Please consider:
- Who at the company speaks and emails directly with the end users of your products?
- Who at the company is available to speak in real time with the prescribers of your products?
- Who could capture the strategic customer insights and trends that come from these interactions?
- Who at the company is typically the first to know how a new product or service is being received by the end users of your products?
- Who is strategically positioned to know and understand customer issues and could work across the company to create solutions to proactively resolve the issues?
- If it’s true that you don’t get a second chance to make a good first impression, who makes the first impression for the customers who contact your company?
The answer to each of these questions is the contact center. The medical information contact center can be a huge asset for companies that recognize the strategic value it can offer. Contact center leaders have an opportunity to share with their company’s senior leaders the strategic value of the contact center.
The Med Communications contact center partners strategically with our clients to share customer feedback and strategic insights on a regular basis. We become part of the client’s team. We collaborate with clients to communicate, solve, and prevent customer problems. This approach helps customers succeed with our clients’ products. Talk with us about the strategic value that the Med Communications Contact Center can deliver for your organization and your customers: 877-477-0977 or https://medcommunications.com/contact-us.
