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Home > Computers and Information Technology > Software > CRM & Customer Service
Call Centers in the Pharmaceutical Industry: Hosted and Virtual Hosted Technologies in European and US Sales Efforts
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| Published Date:
November 2002
Published By:
Datamonitor
Page Count:
30
Order Code:
R313-5208
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| This Brief provides an overview of the general call center market and examines how such centers may be used by pharmaceutical companies to provide information and valuable services to its target audiences: patients, physicians and salesforces. A strategy is needed to use call centers as a marketing channel in providing each audience with ready access to disease and product information.Coverage: US, EuropeComparison of the hosted and virtual hosted call center marketsCase studies involving call centers for patients, physicians and salesforcesHosted and virtual hosted call center solutions are not suited for all call centers. Typically, only medium to large organizations with a large numbers of call centers should consider implementing such solutions.Pharmaceutical companies can use call centers to provide information and valuable services to its customers: patients and physicians, so as to foster corporate brand loyalty and drive sales. Both patients and physicians may be offered product information relevant to their respective needs in addition to other convenient and useful resources.In-house call centers for sales representatives can serve to enhance their knowledge, preparedness and effectiveness in communicating with physicians during drug details. Improving the success of detailing visits should act to drive product sales.Understand the scope of the general call center market and the differences between hosted and virtual hosted call centersIdentify how the pharmaceutical industry can use call centers in their marketing efforts to patients and physicians and in improving their salesforcesPlan strategies to use call centers in sales efforts considering future developments in the call center market
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