Main Subject - Business

Large corporate entities like insurance companies, banks, multinational companies, financial institutions, stocks and shares brokers, mutual funds,

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

and others usually have a widespread customer base spanning across the globe. Huge volumes of inquiries and other telephone calls from their custo

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

Examples of combination products may in

ers flood their offices during business hours. Answering these calls requires an effort of manpower and resources that departmental representative

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

often are unable to provide and still perform the other tasks involved with their positions. Many companies have turned to setting up specialized

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

branches in their offices to deal with the massive amount of telephone calls received during the course of a normal business day. This branch is cal

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

Combination pro

ed a call center and comprises a whole area of business known as Call Center Services.

The backbone of call center services is a staff of telephone

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

operators with computerized access to complete account information for all customers. This tremendous amount of data is easily accessible to the

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

all center services representative through a few mouse clicks. Sophisticated technologies such as Computer Telephony Integration (CTI), Automatic

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

all Distribution (ACD) and Interactive Voice Response (IVR) synchronize the database account information with the caller within seconds of answeri

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

g. These processes line up the caller’s information with the customer service specialist’s workstation answering the call. However, even before the

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

ustomer speaks with an operator, customers are enabled with access to their account information and many answers to their questions even before th

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

Following aspects would a

ey speak with a call center agent. Callers can often bypass speaking with a live operator altogether. Should they wish to speak with call center r

dd to the challenges in developing combination products:

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

presentative, their agent has complete access to the information that he or she needs to quickly answer the callers’ questions. This telephone exper

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

ence is designed to replicate an actual visit to a physical location.

Call center staffers have centralized telecommunications equipment at their

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

disposal to monitor and route customer inquiries to an appropriate specialist. Calls are transferred with the assistance of call routing software in

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

addition to the use of Voice over Internet Protocol (VoIP) technology to the correct representative who can answer the caller’s questions by refer

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

Professional from academic institutions, pharmaceutical industries, health care indust

ring to the database in their computer.

Call center service locations, especially those hosted by international companies, often answer calls 24 ho

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

rs a day, 7 days a week, including holidays. Global companies stagger their staff shifts according to the time zones their customers are calling fro

.

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

. For example, during daylight hours in North America, a call center staff in India works an overnight shift to answer the normal business day cal

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

Companies that provide selfless information through particip

s from customers calling from the United States and Canada. Whenever the customer needs specialized care, his business receives priority attention

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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Main Subject - Call Center Services

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