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Call centers are created by organizations to receive inbound calls for varied day-to-day business reasons. Since compani

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

es invest tremendous amounts of money into customer- care relationships, they carefully monitor customer perceptions of t

; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.

Examples of combination products may in

heir efforts to serve them. There’s a growing awareness in the business community that customers are unhappy dealing w

lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.

th computerized message delivery systems. Callers tend to perceive interactive voice response systems (IVR), voicemail,

here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe

and even a standalone answering machine as too formal and not user friendly. Call centers and answering services that

d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.

Combination pro

feature live phone operators are viewed much more positively by callers, and give companies a more personal, caring and

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

relaxed image.

Inbound calls to any organization generally fall into one or more categories; calls are placed to obtain

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

information, report a problem or error, or ask for assistance. This is different than outbound calls placed by a sales a

nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically

gent with the purpose of selling a product. This practice is known as telemarketing, which entails a different set of

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

ethods and requirements for successful operation. Inbound call centers can be expensive to run, but they are invaluable

ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi

to today’s businesses.

Companies increasingly outsource their call center needs to large call center companies located

ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.

Following aspects would a

in India, The Philippines and some parts of Latin America where there is a large population of professionals who are flu

dd to the challenges in developing combination products:

Which markets to tap where the combination products can do fairly well?
Which combination prod

nt English speakers. Overseas outsourcing isn’t always necessary. There are many call centers located throughout the Uni

cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin

ted States that large and small companies utilize for inbound customer service and sales calls.

The definition of routi

tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen

e business is constantly expanding to include transactions that used to be handled on site, in person. Call centers offe

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

r more to inbound callers than simple message taking, order taking and the like. Call centers are quickly growing to m

ping new procedures for reviewing their safety, efficacy and quality.

Professional from academic institutions, pharmaceutical industries, health care indust

et the needs of retailers, taking orders for fast-food giants and local restaurants. The agents are taking orders for fl

y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products

owers, gourmet food items, direct-to-video DVDs and just about any other product that’s sold on the open market. Some la

.

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

ge call center companies are broadening their range of offerings by increasingly dealing in complicated solutions aime

elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.

Companies that provide selfless information through particip

d at low-cost service enhancements. Bundled with automatic services, live inbound call centers thrive all over the globe

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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