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Medical Information Contact Centers: Challenges and Best Practices

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Abstract

Today’s medical information contact centers face a number of complex challenges. A recent survey of the DIA Medical Communications Special Interest Area Community (SIAC) members indicated that budgetary pressures, employee training, preparing for product launches, and ensuring business continuity are all concerns for the majority of contact centers. Additionally, more than one third of contact centers mentioned mergers and acquisitions. This article will review the results of the survey and discuss best practices for addressing the 3 most common topics noted in the survey: budget, training, and supporting product launches. The article is intended as a resource for contact center managers and to help encourage the sharing of best practices within the industry.

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Author information

Authors and Affiliations

  1. PPD, 5150 McCrimmon Parkway, Morrisville, NC, 27560, USA

    David Bowers PharmD

  2. Baxter Bioscience, Westlake Village, CA, USA

    Timothy Fish RN, MBA, CENP

Authors
  1. David Bowers PharmD
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  2. Timothy Fish RN, MBA, CENP
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Corresponding author

Correspondence to David Bowers PharmD.

Additional information

Portions of these data were presented at the DIA Medical Communications Workshop (March 2012) and at the DIA Medical Communications All-SIAC (Special Interest Area Community) call (June 2012).

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Bowers, D., Fish, T. Medical Information Contact Centers: Challenges and Best Practices. Ther Innov Regul Sci 47, 209–213 (2013). https://doi.org/10.1177/2168479013475459

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  • DOI: https://doi.org/10.1177/2168479013475459

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