Maximize the Value of your Pharma Contact Center

"CenterFirst started working with us when we needed help with improving our contact center operations. They stayed with us to help develop a new global approach for contact centers across all of Shire. CenterFirst consistently brought the right level of expertise in both strategy and operations that helped us advance in this increasingly critical area of our business."— Bob Harrell, Director of Integrated Marketing – Shire

by Pete Guillot

Conducting an assessment is an effective way to prioritize resources, maintain compliance, and benchmark services. Many managers find it difficult to dedicate the time required to complete a thorough analysis and objectively assess their own operations. Some options for gaining objectivity in the assessment process include (1) partnering with other internal organizations (e.g., Manufacturing, Human Resources) to assess each other’s operations, (2) using peer managers to assess one another’s groups, (3) having an intern or graduate fellow perform an assessment as a summer project, or (4) hiring an external consultant with assessment expertise. An assessment project can be performed in most organizations in 30-60 hours and should include a report and presentation to management.

After defining the scope of operations to be included in the assessment, here are the three basic steps in the process.

  1. Gather
    • Collect operational reports, departmental objectives, written procedures, applicable regulations
    • Make in-person observations of current operations and planning sessions
    • Conduct interviews with departmental personnel and internal customers
    • Refer to benchmark data and “best practices” from the pharma industry and other industries, if applicable
  2. Analyze and Compare
    • Analyze reports and observations of activities and compare against industry benchmarks, best practices, management objectives, and applicable regulations
    • Facilitate group and individual discussions to review analysis, obtain feedback, and validate observations and initial conclusions
  3. Report
    • Make recommendations with a prioritized action plan and resource estimates required to address opportunities or gaps identified in the assessment.
    • Present report to management

Using the assessment process is an effective management tool that can be used to improve your contact center operations.