Main Subject - Business

International call centers are among the fastest growing industries in the world. Call centers establish a cosmop

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

olitan work atmosphere with a network of offshore operations in different nations. This business network enables

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

Examples of combination products may in

access to worldwide staff and provides 24 hours comprehensive customer service, using advanced call handling faci

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

ities and multilingual, on-the-phone translation skills.

International call centers provide a number of inbound

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 outbound services. Telemarketing, customer support, e-commerce, e-mail handling, chat, surveys, web forms, sa

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

Combination pro

es/retention programs and Interactive Voice Response (IVR) are some of the services rendered. These are carried o

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

ut through telephone or web-based support solutions.

Using state-of-the-art technology, international call cente

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

rs meet all kinds of queries from clients and offer customized solutions for specific business problems. A group

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

f experienced and qualified business professionals forms the backbone of an international call center. They are t

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

rained to manage long and short term projects. These centers hold a centralized database and the latest call cent

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

r technology, comprising computers, soft phone, voice logging, CTI (Computer Telephony Integration), call blendin

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

Following aspects would a

g, IVR and fax on demand, predictive dialer software and ACD (Automatic Call Distributor), that enable them to pr

dd to the challenges in developing combination products:

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

ocess large volumes of work very easily.

Withstanding the rapid changes in the industry, many commercial centers

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

establish international call centers. These centers assist customers to obtain product or service information, bu

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

y calling cards and make collect calls in an affordable way. Call center operations are customer focused, so the

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

ervices are quite different from other business dealings. Most companies offer toll free services to contact call

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

Professional from academic institutions, pharmaceutical industries, health care indust

centre consultants. This is a useful strategy for hotel reservations, airline reservations, technology solutions

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

and banking services.

Unlike domestic call centers, international call centers are basically driven by increase

.

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

business competition, globalization and mainly, customer expectations. These centers are really cost effective,

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

Companies that provide selfless information through particip

do not face any downtime because of lack of backup, and can handle up to 80% calls without any agent intervention

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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