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Main Subject - 5 Reasons Customer Service Reps Should Record Themselves
“Your call may be recorded for quality purposes,” the electronic voice announces to the caller.
We’re so used to hearing this notification that companies don’t even teach reps how to respond properly
We’re so used to hearing this notification that companies don’t even teach reps how to respond properly
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
when customers try to opt out of being recorded. Not being able to stop a recording immediately, facilitating a customer's withholding of consent, is unlawful in many states where all-party consent to
; 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
monitoring and recording is required.
Major call centers use centralized equipment that records ALL calls, and generally this is thought to make the rep evaluation and coaching process easier and more
Major call centers use centralized equipment that records ALL calls, and generally this is thought to make the rep evaluation and coaching process easier and more
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
efficient.
On one level, it does. Calls can be “drawn” by evaluators on a random basis with no obvious intrusion into conversations. Reps are believed to be behaving as they normally would, not trying
On one level, it does. Calls can be “drawn” by evaluators on a random basis with no obvious intrusion into conversations. Reps are believed to be behaving as they normally would, not trying
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
to spiff up their chats simply because they know they’re being monitored or judged.
However, I believe what appears to be a primitive means of recording calls is preferable. Reps should record their
However, I believe what appears to be a primitive means of recording calls is preferable. Reps should record their
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
wn conversations using portable, “hand held” equipment while at their individual workstations.
There are 5 reasons this improves achievement and efficiency:
(1) I oppose the “Let’s catch them doing s
There are 5 reasons this improves achievement and efficiency:
(1) I oppose the “Let’s catch them doing s
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
omething wrong” attitude that informs secret monitoring. Typically the mystery surrounding when reps will be recorded and which calls will be drawn leads to a defensive rather than supportive environme
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
t.
(2) Reps need to take a more active role in their development, and take responsibility for their performances. If they’re BEING recorded, this makes them passive, and it’s all too easy for them to
(2) Reps need to take a more active role in their development, and take responsibility for their performances. If they’re BEING recorded, this makes them passive, and it’s all too easy for them to
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
feel alienated from the process instead of the essential ingredient in it.
(3) When reps start and stop the tape with each call, which I encourage, they remind themselves that each call is a performan
(3) When reps start and stop the tape with each call, which I encourage, they remind themselves that each call is a performan
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
e, and they need to give it their best. The extra adrenalin that accompanies a “live” performance gives them extra vitality and sharpens their senses.
(4) I require reps to score their own calls, and
(4) I require reps to score their own calls, and
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
they can select the best ones, in their estimation. Why? Because the purpose is to MOTIVATE them as well as to improve them. Self-scoring promotes ownership of call handling and customer outcomes.
(5)
(5)
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
Reps’ managers then score the calls. After they do, reps and managers sit down together and review the calls and compare notes with the idea of achieving consensus with regard to strengths, weaknesses
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
and specific strategies that will make conversations better.
In the programs that I develop for my clients reps and managers and trainers learn TEAMEASURES™, which are Telephone Effectiveness Assessm
In the programs that I develop for my clients reps and managers and trainers learn TEAMEASURES™, which are Telephone Effectiveness Assessm
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
ent Measures™. These are some 25 elements of effective conversations culminating in an overall potential value of 100 points.
They’re operationally defined, and now validated in millions of conversati
They’re operationally defined, and now validated in millions of conversati
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
ns. They work across industries and languages.
By using TEAMEASURES™ clients of mine are able to speak the exact same language about telephone events and understand the precise values associated with
By using TEAMEASURES™ clients of mine are able to speak the exact same language about telephone events and understand the precise values associated with
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
producing various results and levels of customer satisfaction, from call to call.
Because reps and managers receive the same training in how to apply TEAMEASURES™ they are equally capable of scoring c
Because reps and managers receive the same training in how to apply TEAMEASURES™ they are equally capable of scoring c
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
lls accurately. On a 100 point scale, most scorers will evaluate calls within a two percent deviation from each other, which is extraordinary inter-judge reliability.
Mere “checklists” which are most
Mere “checklists” which are most
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
prevalent in modern call centers, don’t come close to capturing the breadth and depth of calls the way TEAMEASURES™do.
There is a lot of interest in teambuilding and in empowering people at all levels
There is a lot of interest in teambuilding and in empowering people at all levels
.
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
of organizations. Encouraging reps to score own their calls and to take full credit for the results they generate makes them “owners” and not the spectators they feel they are under most call evaluatio
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
n procedures in use today.
Moreover, by using precise measures that are connected to customer values, we can evaluate the best contributors with precision and reward them in the magnitude they deserve
Moreover, by using precise measures that are connected to customer values, we can evaluate the best contributors with precision and reward them in the magnitude they deserve
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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