Pharmaceutical Medical Information Contact Centers: Results of Three Benchmarking Surveys

Pharmaceutical medical information contact centers are often a key interface among a company, the medical community, and the general public. Results from three benchmarking surveys are reviewed. The surveys were designed to provide contact center leaders with unbiased and relevant information for use in assessing operations and setting strategic direction. The surveys were similar in focus and conducted at three time points (2004, 2005, and 2008). The surveys focused on the organizational structure and operations, sourcing options, technology, and globalization. These findings provide not only a snapshot of current contact centers, but also a view over time of the progression of changes to organizational and operational processes of medical information contact centers. The trends and challenges faced by pharmaceutical medical information contact centers included (a) increasing efficiency and productivity of the process to handle increased call volumes to meet customer expectations; (b) creating or maintaining a validated environment for business processes and systems to improve service, efficiency, and compliance; (c) utilizing outsourcing options, including offshore or international contact centers, to help maintain costs and obtain flexibility; and last (d) continuing to add and show value to the overall organization. This information is presented as a resource as contact centers develop and refine strategies for managing in today’s challenging environment.