Call Center Performance Metrics, Operations, Structures and Trends at Consumer/OTC Companies

STUDY OVERVIEW
BENCHMARK CLASS
STUDY SNAPSHOT
KEY FINDINGS
VIEW TOC AND LIST OF EXHIBITS

Contact centers must focus on how to meet the needs of customers who are increasingly mobile, increasingly connected, and increasingly impatient with slow service. The need to support a growing variety of customer interaction channels and tools is driving call centers to modernize their technology and expand connectivity options.

Best Practices, LLC conducted this benchmarking study to identify performance benchmarks for the size, cost, service delivery efficiency, structure, leadership, processes, technology, and operations of call center organizations for consumers/ OTC companies within pharmaceutical and related industries.

The study also provides participants with current metrics for call center performance in the pharmaceutical, medical device, biotech, diagnostics, consumer health, and consumer packaged goods industries.

Industries Profiled:
Pharmaceutical; Biotech; Health Care; Consumer Products; Manufacturing

Companies Profiled:
Alcon; Colgate Palmolive; GSK Consumer; Merck Consumer; Nestle Health Care; Novartis Consumer; Pfizer Consumer; Procter & Gamble; Reckitt Benckiser

Study Snapshot

Nine call center leaders from 9 OTC (Over the Counter), and consumer packaged goods companies participated in this study.

Key topics include:

Call Center Structure & Focus
Operations
Complaint Management Process
Performance Metrics
Technology Use & Impact
Future Trends & Issues

Sample Key Findings

Ambiguity in Leadership Composition of OTC Call Centers: While more than 75% of OTC call centers focus on medical inquiries and drug safety, there seems to be low representation in the leadership team for both Drug Safety and Medical Affair. Only 22% of those groups have direct reporting members on the leadership team. This is especially unusual for Medical Affairs since one-third of all the call centers report to Medical Affairs.

Tools & Technology & Chat: Companies are investigating new tools they could adopt in the near future to facilitate agents’ jobs, expand access for social and mobile customers and increase automation. Top areas of exploration include voice recognition, text analytics and mobile apps. Increasingly, call centers are adopting live chat services to increase contact options for callers.

Table of Contents

Executive Summary

Research Project Overview
Participating Companies
Key Insights & Benchmark Findings
Key Performance Metrics at a Glance
Definitions

Call Center Structure & Focus
Operations
Complaint Management Process
Performance Metrics
Technology Use & Impact
Future Trends & Issues

List of Charts & Exhibits

Call center structure

Function to which call center reports
Level of call center leaders
Level of call center leaders reports to
Call center operational approach
Vendor billing method used in call center
Composition of call center leadership team
Key focus areas of call center
Industries supported by participating call centers
Call center's operational budget
Call center staffing breakout
Number of products supports by call centers
Percentage of calls by tier
Percentage of call centers agent education level
Call center's operating hours
Call center's back-up center
Complaint resolution approaches
Performance metrics reporting frequency by stakeholder groups
Call center's average budget per call
Average calls handled by agent per month
Calls per FTE (agent and managers) per month
Span of control - Agents per call center manager/ leader
Average number of calls per month
Average speed of answer per call (in seconds)
Average hold time per call (in seconds)
Average length of call (in minutes)
Average call abandonment rate
Average time to customer abandonment rate (in seconds)
Percentage of first call resolution
Average number of days to resolve a complaint
Average time to document a case after a call (in seconds)
Types of customer relationship management system used in call center
Capability of customer relationship management system
Use of IVR system in call centers
Customer interaction channels used by call centers
New technology or system impacting call centers
Key issues and obstacles faced by call centers

Building a World-Class Call Center: Performance Metrics, Operations, Structures & Trends at Consumer/OTC Companies

ID: PCS-212

Features:

Pages: 81

Published: Pre-2019

Delivery Format: Shipped

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