Category: Consulting

Great strategy doesn’t often come from one great idea. It’s more likely that a highly-developed plan will emerge as an outcome of dedication to a strategy development process. Following a time-tested process will produce valuable information for good decision making, …

Monitoring and scoring inbound and outbound calls are not a new concept. In fact, you would be hard-pressed to find a call center which doesn’t have some sort of quality assurance program designed to assess the customer and agent interactions—companies …

Pharma companies can sometimes make defining and providing a great telephonic customer experience more complicated than it needs to be. We are all customers of some service or product, and we easily distinguish good experiences from bad by using a few …

Three is the Perfect Number

Three may be a crowd at times, but 3 is the perfect number for quality  monitoring formats you should be using in your pharma call center.  The 3 format types I am referring to are: Mystery Calling, Recorded Call Monitoring, …

Many pharma call centers simply don’t have the time for even a basic contact quality and compliance monitoring (QCM) program.  When headcount gets tight, and a supervisor’s span of control goes from 1 to 8 to 1 to 15, the …