Most agents are well-equipped with the soft skills necessary to handle every case with empathy, patience, and active listening. Their performance is often bottlenecked by a non-human factor…technology.
Outsourcing is a way to avoid finding the talent a pharma company requires from its agents. But like everything, there are always trade-offs.
Patients aren’t the only stakeholder with growing expectations for healthcare experiences. Provider satisfaction also depends on the quality of your support platform, staff, and referral options. Providers need rapid answers to their questions about dosage, side effects, and symptoms. Pharmacy call centers need to meet this demand in order to build provider relationships, ease burdens on pharmacy staff, and reduce operational costs.