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1 MEDICAL INFORMATION AND CALL CENTER PERFORMANCE BUILDING NEW PRACTICES TO MEET THE EVOLVING NEEDS OF HCPS AND PATIENTS FULL TABLE OF CONTENTS & CHARTS AND GRAPHICS 68 T.W. Alexander Dr. P.O. Box Research Triangle Park, NC TM WE ANSWER QUESTIONS THAT NO ONE ELSE CAN.

2 9 Executive Summary 10 Medical Information Call Centers: Key Recommendations for Success 22 Supporting Medical Information Teams and Call Centers through Structure and Staffing 23 Maximizing Medical Information s Impact through Global and Regional-Level Groups 35 Staff Medical Information Call Center Agents To Drive Successful Operations 47 Train Knowledgeable Call Center Agents to Meet Medical Information Demands 69 Maintain Quality Call Centers By Monitoring Key Performance Indicators and Providing Adequate Support 70 Benchmarking Key Performance Indicators for Call Centers 90 Align Budgets with Call Center Volume and Group Responsibilities 109 Receiving and Responding to Medical Information Requests 112 Call Center Processes for Receiving Medical Information Requests 132 Processing and Responding to Customer Requests 147 Medical Information Call Center Profiles

3 9 Executive Summary 10 Medical Information Call Centers: Key Recommendations for Success 11 Figure E.1: Types of Medical Information Team Structures: All 12 Figure E.2: Key Performance Indicators: All Call Centers 15 Figure E.3: Average Percentage of Training Hours for New Call Center Agents, by Activity: All 16 Figure E.4: Average Percentage of Annual Training for Call Center Agents, by Activity 19 Figure E.5: Activities Conducted by Medical Information Call Centers: All 22 Supporting Medical Information Teams and Call Centers through Structure and Staffing 23 Maximizing Medical Information s Impact through Global and Regional-Level Groups 25 Figure 1.1: Layers of Medical Information Teams Maintained: All 26 Figure 1.2: Layers of Medical Information Teams Maintained: US Groups 27 Figure 1.3: Layers of Medical Information Teams Maintained: EU Groups 27 Figure 1.4: Layers of Medical Information Teams Maintained: Emerging Markets Groups 31 Figure 1.5: US Medical Information Team Structure: Top 10 Company E 32 Figure 1.6: Global and Country-Level Medical Information Team Structure: Top 50 Company 33 Figure 1.7: Global and Regional Medical Information Structure: Small Company B 34 Figure 1.8: Global and Country-Level Medical Information Structure: Top 10 Company F 35 Staff Medical Information Call Center Agents to Drive Successful Operations 37 Figure 1.9: Medical Information Call Center Staffing (US) 38 Figure 1.10: Number of Call Center Agents per Manager (US) 39 Figure 1.11: Medical Information Call Center Staffing (EU) 40 Figure 1.12: Number of Call Center Agents per Manager (EU) 41 Figure 1.13: Distribution of Emerging Market Medical Information Call Center FTEs: Company Figure 1.14: Educational Background of Typical Call Center Agent (US Groups, Pharma) 45 Figure 1.15: Educational Background of Typical Call Center Agent: Device (US Groups) 45 Figure 1.16: Educational Background of Typical Call Center Agent (EU Groups) 46 Figure 1.17: Educational Background of Typical Call Center Agent (Emerging Markets)

4 47 Train Knowledgeable Call Center Agents to Meet Medical Information Demands 48 Figure 1.18: Average Cost of Training New Medical Information Call Center Agents 48 Figure 1.19: Average Annual Cost of Training Experienced Medical Information Call Center Agents 50 Figure 1.20: Percentage of Training Hours Dedicated to Specific Formats: New Call Center Agents (US Groups) 51 Figure 1.22: Percentage of Training Hours Dedicated to Specific Formats: New Call Center Agents (Emerging Markets Groups) 51 Figure 1.21: Percentage of Training Hours Dedicated to Specific Formats: New Call Center Agents (EU Groups) 53 Figure 1.23: Average Number of Hours Spent Training New Hires, by Activity: US Medical Information Teams 54 Figure 1.24: Hours Spent Training New Hires, by Activity: US Medical Information Teams 55 Figure 1.25: Percentage of Training Hours Dedicated to Specific Activities: New Hires (US Medical Information Teams) 56 Figure 1.26: Average Number of Hours Spent Training New Hires, by Activity: EU Medical Information Teams 57 Figure 1.27: Number of Hours Spent Training New Hires, by Activity: EU Medical Information Teams 58 Figure 1.28: Percentage of Training Hours Dedicated to Specific Activities: New Hires (EU Medical Information Teams) 59 Figure 1.29: Number of Training Hours for New Hires, by Activity: Emerging Markets Medical Information Teams 60 Figure 1.30: Percentage of Training Hours Dedicated to Specific Activities: New Hires (Emerging Markets Medical Information Teams) 62 Figure 1.31: Average Hours of Annual Ongoing Training, by Activity: US Call Center Teams 63 Figure 1.32: Hours of Annual Ongoing Training, by Activity: US Call Center Teams 63 Figure 1.33: Percentage of Annual Ongoing Training Hours Dedicated to Specific Activities: US Call Center Teams 64 Figure 1.34: Average Hours of Annual Ongoing Training, by Activity: EU Call Center Teams 65 Figure 1.35: Hours of Annual Ongoing Training, by Activity: EU Call Center Teams 66 Figure 1.36: Percentage of Annual Ongoing Training Hours Dedicated to Specific Activities: EU Call Center Teams 67 Figure 1.37: Hours of Annual Ongoing Training, by Activity: Emerging Markets Call Center Teams 68 Figure 1.38: Percentage of Annual Ongoing Training Hours Dedicated to Specific Activities: Emerging Markets Call Center Teams

5 69 Maintain Quality Call Centers By Monitoring Key Performance Indicators and Providing Adequate Support 70 Figure 2.1: Key Performance Indicators: All Call Centers 70 Benchmarking Key Performance Indicators for Call Centers 71 Figure 2.2: Key Performance Indicators: US Call Centers 72 Figure 2.3: Key Performance Indicators: EU Call Centers 72 Figure 2.4: Key Performance Indicators: Emerging Markets Call Centers 74 Figure 2.5: Inbound Calls per Month at US Call Centers: Top 10 and Top Figure 2.6: Inbound Calls per Month at US Call Centers: Small and Device 75 Figure 2.7: Inbound Calls per Month: EU and EM Call Centers 76 Figure 2.8: Inbound Calls per FTE per Month at US Call Centers: Top 10 and Top Figure 2.9: Inbound Calls per FTE per Month at US Call Centers: Small and Device 77 Figure 2.10: Inbound Calls per FTE per Month: EU and EM Call Centers 78 Figure 2.11: Outbound Calls per Month: US Call Centers 79 Figure 2.12: Outbound Calls per FTE per Month at US Call Centers 80 Figure 2.13: Response Turnaround Time (in Hours) at US Call Centers: Top 10 and Top Figure 2.14: Response Turnaround Time (in Hours) at US Call Centers: Small and Device 81 Figure 2.15: Response Turnaround Time (in Hours) at EU and EM Call Centers 82 Figure 2.16: Abandonment Rates (as a Percentage) at US Call Centers: Top 10 and Top Figure 2.17: Abandonment Rates (as a Percentage) at US Call Centers: Small and Device 84 Figure 2.18: Average Hold Time (in Minutes) at US Call Centers: Top 10 and Top Figure 2.19: Average Hold Time (in Minutes) at US Call Centers: Small and Device 85 Figure 2.20: Average Hold Time (in Minutes) at EU and EM Call Centers 86 Figure 2.21: Customer Satisfaction (as a Percentage) at US Call Centers: Top 10 and Top Figure 2.22: Customer Satisfaction (as a Percentage) at US Call Centers: Small and Device 88 Figure 2.23: Customer Satisfaction Collection Methods: All Call Centers 88 Figure 2.24: Customer Satisfaction Collection Methods: US Call Centers 89 Figure 2.25: Customer Satisfaction Collection Methods: EU Call Centers 89 Figure 2.26: Customer Satisfaction Collection Methods: Emerging Markets Call Centers

6 90 Align Budgets with Call Center Volume and Group Responsibilities 91 Figure 2.27: Total Budget for US Medical Information Teams: Top 10 and Top Figure 2.28: Total Budget for US Medical Information Teams: Small and Device 93 Figure 2.29: Total Budget for EU and EM Medical Information Teams 95 Figure 2.30: Percentage of Medical Information Budget Dedicated to All Call Center Activities: US 95 Figure 2.31: Percentage of Medical Information Budget Dedicated to All Call Center Activities: EU and EM 97 Figure 2.32: Single Call Center Budget for Top 10 and Top 50 : US Groups 97 Figure 2.33: Single Call Center Budget for Small and Device : US Groups 98 Figure 2.34: Single Call Center Budget for EU and EM Groups 99 Figure 2.35: Cost per FTE at US Call Centers: Top 10 and Top Figure 2.36: Cost per FTE at US Call Centers: Small and Device 100 Figure 2.37: Cost per FTE at EU and EM Call Centers 101 Figure 2.38: Cost per Inbound Call at US Call Centers: Top 10 and Top Figure 2.39: Cost per Inbound Call at Small and Device : US Groups 103 Figure 2.40: Activities Outsourced by US Call Centers 104 Figure 2.41: Percentage of Call Center Activity Outsourced at US Groups: Answering Unsolicited Inquiries 105 Figure 2.42: Percentage of Call Center Activity Outsourced at EU and EM Groups: Answering Unsolicited Inquiries 105 Figure 2.43: Percentage of Call Center Activity Outsourced at All : Adverse Event Reporting 106 Figure 2.44: Percentage of Call Center Activity Outsourced at All : Patient Adherence 106 Figure 2.45: Percentage of Activity Outsourced at All : Trial Recruitment 107 Figure 2.46: Percentage of Call Center Activity Outsourced at All : Internal Literature Requests 108 Figure 2.47: Frequency of Call Center Vendor Audits 108 Figure 2.48: Frequency of Call Center Vendor Audits, by Region 109 Receiving and Responding to Medical Information Requests 110 Figure 3.1: Activities Conducted by Medical Information Call Centers: All 110 Figure 3.2: Activities Conducted by Medical Information Call Centers: US Groups 111 Figure 3.3: Activities Conducted by Medical Information Call Centers: EU Groups 111 Figure 3.4: Activities Conducted by Medical Information Call Centers: Emerging Markets Groups 112 Call Center Processes for Receiving Medical Information Requests 113 Figure 3.5: Percentage of Medical Information Requests Received, by Channel (US) 114 Figure 3.6: Percentage of Medical Information Requests Received, by Channel: Top 10 (US Groups) 114 Figure 3.7: Percentage of Medical Information Requests Received, by Channel: Top 50 (US Groups)

7 115 Figure 3.8: Percentage of Medical Information Requests Received, by Channel: Small and Device (US Groups) 116 Figure 3.9: Percentage of Medical Information Requests Received, by Channel (EU) 116 Figure 3.10: Percentage of Medical Information Requests Received, by Channel: EU 117 Figure 3.11: Percentage of Medical Information Requests Received, by Channel: Emerging Markets 121 Figure 3.12: Percentage of Medical Information Inquiries Relating to a Specific Product Topic: Top 10 and Top 50 (US Groups) 122 Figure 3.13: Percentage of Medical Information Inquiries Relating to a Specific Product Topic: Small and Device (US Groups) 123 Figure 3.14: Percentage of Medical Information Inquiries Relating to a Specific Product Topic: Top 10 and Top 50 (EU Groups) 124 Figure 3.15: Percentages of Medical Information Inquiries Relating to a Specific Product Topic: Small (EU Groups) 124 Figure 3.16: Percentages of Medical Information Inquiries Relating to a Specific Product Topic: Emerging Markets Groups 125 Figure 3.17: Percentage of External Inquiries Placed By Specific Internal Stakeholders: Top 10 and Top 50 (US Groups) 126 Figure 3.18: Percentage of External Inquiries Placed By Specific Internal Stakeholders: Small and Device (US Groups) 126 Figure 3.19: Percentage of External Inquiries Placed By Specific Internal Stakeholders: Top 10 and Top 50 (EU Groups) 127 Figure 3.20: Percentage of External Inquiries Placed By Specific Internal Stakeholders: Small (EU Groups) 127 Figure 3.21: Percentage of External Inquiries Placed By Specific Internal Stakeholders: Emerging Markets Groups 129 Figure 3.22: Percentage of Medical Information Inquiries Placed by Specific Stakeholders: Top 10 and Top 50 (US Groups) 129 Figure 3.23: Percentage of Medical information Inquiries Placed By Specific Stakeholders: Small and Device (US Groups) 130 Figure 3.25: Percentage of Medical Information Inquiries Placed By Specific Stakeholders: Small (EU Groups) 130 Figure 3.24: Percentage of Medical Information Inquiries Placed By Specific Stakeholders: Top 10 and Top 50 (EU Groups) 131 Figure 3.26: Percentage of Medical Information Inquiries Placed By Specific Stakeholders: Emerging Markets Groups 132 Figure 3.27: Response Methodologies to Medical Information Requests, by Channel: Top 10 and Top 50 (US Groups) 132 Processing and Responding to Customer Requests 133 Figure 3.28: Response Methodologies to Medical Information Requests, by Channel: Small and Device (US Groups) 133 Figure 3.29: Response Methodologies to Medical Information Requests, by Channel: Top 10 and Top 50 (EU Groups) 134 Figure 3.30: Response Methodologies to Medical Information Requests, by Channel: Small (EU Groups) 134 Figure 3.31: Response Methodologies to Medical Information Requests, by Channel: Emerging Markets Groups

8 147 Medical Information Call Center Profiles 149 Figure 4.1: Company 3: Call Center Background 150 Figure 4.2: Company 3: Call Center Resources and KPIs 151 Figure 4.3: Company 3: Call Center Inquiries 152 Figure 4.4: Company 9: Call Center Background 153 Figure 4.5: Company 9: Call Center Resources and KPIs 154 Figure 4.6: Company 9: Call Center Inquiries 155 Figure 4.7: Company 19: Call Center Background 156 Figure 4.8: Company 19: Call Center Resources and KPIs 157 Figure 4.9: Company 19: Call Center Inquiries 158 Figure 4.10: Company 33: Call Center Background 159 Figure 4.11: Company 33: Call Center Resources and KPIs 160 Figure 4.12: Company 33: Call Center Inquiries 161 Figure 4.13: Company 39: Call Center Background 162 Figure 4.14: Company 39: Call Center Resources and KPIs 163 Figure 4.15: Company 39: Call Center Inquiries 164 Figure 4.16: Company 44: Call Center Background 165 Figure 4.17: Company 44: Call Center Resources and KPIs 166 Figure 4.18: Company 44: Call Center Inquiries 167 Figure 4.19: Company 59: Call Center Background 168 Figure 4.20: Company 59: Call Center Resources and KPIs 169 Figure 4.21: Company 59: Call Center Inquiries

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