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Digg It - Call Center Killers and How To Prevent Them
To some these may be common sense to others these concerns will grab your interest. My goal is to not just provide the list to avoid but to also provide techniques you can employ to address these issues proactively and positively.
Three Areas of Focus
1. Employee
Three Areas of Focus
1. Employee
According to USFDA, a combination product is one composed of any combination of a drug and device; biological product and device; drug and biological product
Retention (attrition)
2. Absenteeism
3. Ineffective Frontline Leadership
Can you see the relationship among all three? Clearly, ineffective frontline leadership can and does have an impact on Employee satisfaction.
This article will provide you with a brief exp
2. Absenteeism
3. Ineffective Frontline Leadership
Can you see the relationship among all three? Clearly, ineffective frontline leadership can and does have an impact on Employee satisfaction.
This article will provide you with a brief exp
; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.
Examples of combination products may in
Examples of combination products may in
lanation of the cost of each "Killer" and a brief overview of solutions to each of these three issues.
As you will see to truly solve these areas of opportunity you will have to approach the solutions from a Holistic methodology. I know your time is limited so
Employee Retent
As you will see to truly solve these areas of opportunity you will have to approach the solutions from a Holistic methodology. I know your time is limited so
Employee Retent
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
on vs. Attrition
Simply stated....follow the golden rule and call center life will be productive. Meaning, treat people the way you want to be treated.
Looking at the importance of attrition reduction some say "so what we can hire and train for pennies on the dollar." Thi
Simply stated....follow the golden rule and call center life will be productive. Meaning, treat people the way you want to be treated.
Looking at the importance of attrition reduction some say "so what we can hire and train for pennies on the dollar." Thi
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
s view is short sighted and I will explain why.
The cost of attrition needs to be calculated based on both hard and soft dollars.
Hard Dollars
Increased Training cost (Agent's hourly rate x hrs to train) Trainer cost = salary or rate of pay x hrs to train + prep time.
S
The cost of attrition needs to be calculated based on both hard and soft dollars.
Hard Dollars
Increased Training cost (Agent's hourly rate x hrs to train) Trainer cost = salary or rate of pay x hrs to train + prep time.
S
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
ft Dollars
Lost revenue - This can be better gauged when working on the outsourcing side but the cost would;
Rate that is bill client x the hours lost due to attrition. For instance, the contract calls for $24.55 per hour. The agent usually works 37.5 hours a week then additio
Lost revenue - This can be better gauged when working on the outsourcing side but the cost would;
Rate that is bill client x the hours lost due to attrition. For instance, the contract calls for $24.55 per hour. The agent usually works 37.5 hours a week then additio
ucts have become life saving products for the pharmaceutical companies who doesn’t have many innovative molecules in their product pipeline and have been inc
nal cost of attrition would be $920.63. This is lost revenue.
Performance Cost - What happens when you lose a veteran agent that knows and understands the performance metric criteria? Performance drops! The cost of this lost is debatable but clearly you lose in performance. This
Performance Cost - What happens when you lose a veteran agent that knows and understands the performance metric criteria? Performance drops! The cost of this lost is debatable but clearly you lose in performance. This
easingly used in the product life cycle management. Even the companies having product patents are trying to extend their product life cycle through the combi
an be dramatic especially if you are bonused based on performance.
So for those that think attrition is not important, you just do not understand the true dynamics of call center management.
These costs become exponentially important on the Inbound side when you get to training time
So for those that think attrition is not important, you just do not understand the true dynamics of call center management.
These costs become exponentially important on the Inbound side when you get to training time
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
s that take up to 5 or 6 weeks to prepare an agent for the phones.
Absenteeism
The cost of this "killer" is obvious. But let's apply the Hard/Soft dollars methodology again:
Hard Dollars
In all Call Centers, your Workforce Management Team schedules based on assumed
Absenteeism
The cost of this "killer" is obvious. But let's apply the Hard/Soft dollars methodology again:
Hard Dollars
In all Call Centers, your Workforce Management Team schedules based on assumed
and physically. They need to rightly judge the benefits of the combination products and they have to even look at the risks involved when combining the produ
bsenteeism. On the outsourcing side it is generally higher (probably because pay is lower and efficiency is that much more important.)
So basically if you predict that you will have a 8% absenteeism rate on a Tuesday and normally your staffing requirements dictate that you need 100
So basically if you predict that you will have a 8% absenteeism rate on a Tuesday and normally your staffing requirements dictate that you need 100
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
reps throughout the day to handle the call volume. If that is the case you will need to train 108 reps.
But if you could manage your absenteeism down to 2% then you would only need to train 102 reps. This will cost you less.
Soft Dollars
Brings down morale by pushing more w
But if you could manage your absenteeism down to 2% then you would only need to train 102 reps. This will cost you less.
Soft Dollars
Brings down morale by pushing more w
ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.
Following aspects would a
Following aspects would a
ork onto the agents that are coming to work.
Service levels suffer as does customer service, As a result, you may lose some customers. Ouch!
Ineffective Frontline Leadership
This issue is a slippery slope. This issue affects everything in your center. Therefore, being on
Service levels suffer as does customer service, As a result, you may lose some customers. Ouch!
Ineffective Frontline Leadership
This issue is a slippery slope. This issue affects everything in your center. Therefore, being on
dd to the challenges in developing combination products:
Which markets to tap where the combination products can do fairly well?
Which combination prod
Which markets to tap where the combination products can do fairly well?
Which combination prod
op of this "killer" can turn it to your centers advantage.
If you think about it, what your leadership team does with the Agent resources can have an incredible effect on:
1. Performance
2. Attrition
3. Absenteeism
Morale - This effects all of the above. A
If you think about it, what your leadership team does with the Agent resources can have an incredible effect on:
1. Performance
2. Attrition
3. Absenteeism
Morale - This effects all of the above. A
cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
nd effectively managing the above determines if YOU and your center is successful.
Ok, let's learn how we can reduce these costs!
First and foremost your Leadership team determines how successful you are in reducing these cost and increasing performance and profit!
The following ar
Ok, let's learn how we can reduce these costs!
First and foremost your Leadership team determines how successful you are in reducing these cost and increasing performance and profit!
The following ar
tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
some techniques and skills that are most likely to allow you to be successful:
According to Dan Coen in his book, Building Call Center Culture, "the communication presented to call center in the first thirty minutes of their day will set the stage for the rest of the d
According to Dan Coen in his book, Building Call Center Culture, "the communication presented to call center in the first thirty minutes of their day will set the stage for the rest of the d
t?
As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel
As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel
ay.
Greeting your agent with enthusiasm is the single most important point to positively impact their day when they arrive. Imagine walking into work on a Monday morning (you don't want to be there) but your boss greets you with all the enthusiasm in the world and says to you..."Goo
Greeting your agent with enthusiasm is the single most important point to positively impact their day when they arrive. Imagine walking into work on a Monday morning (you don't want to be there) but your boss greets you with all the enthusiasm in the world and says to you..."Goo
ping new procedures for reviewing their safety, efficacy and quality.
Professional from academic institutions, pharmaceutical industries, health care indust
Professional from academic institutions, pharmaceutical industries, health care indust
morning how was your weekend?" I bet you will be pleasantly surprised and that positive touch will be contagious.
In Building Call Center Culture, Coen, provides 5 styles and techniques of greeting your agents.
Motivating your employees can be as easy as engaging them in the overal
In Building Call Center Culture, Coen, provides 5 styles and techniques of greeting your agents.
Motivating your employees can be as easy as engaging them in the overal
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
l process of the Call Center....In laymen terms include them in the decision making process.
Some critics say that this will only slow down our ability to move forward. This is nonsense!
Yes, decisions need to be made on the fly but if you do a good job planning you can incorporate
Some critics say that this will only slow down our ability to move forward. This is nonsense!
Yes, decisions need to be made on the fly but if you do a good job planning you can incorporate
.
As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de
As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de
this engagement as an ongoing process, which WILL NOT interfere with moment to moment decision.
There is a great book out that very few leaders know about. If they did then we would have a whole lot more success in business. The name of the book is titled..."Enlightened Leadership,
There is a great book out that very few leaders know about. If they did then we would have a whole lot more success in business. The name of the book is titled..."Enlightened Leadership,
elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.
Companies that provide selfless information through particip
Companies that provide selfless information through particip
getting to the heart of change, written by Ed Oakley, Doug Krug.
In this book it provides a clear path to increasing performance and morale in your center through agent involvement.
The amount to gain from having the philosophy of engaging in your workforce capital is extraordinary
In this book it provides a clear path to increasing performance and morale in your center through agent involvement.
The amount to gain from having the philosophy of engaging in your workforce capital is extraordinary
tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products
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