How do your customers score your service? Our pharmaceutical outsourcing solutions help healthcare companies achieve operational and customer satisfaction objectives while maintaining compliance. Our innovative pharma-outsourcing services manage customer contacts and our technologies gather consumer intelligence and optimize customer management. Outsourced pharmaceutical customer service shifts your medical communications department from a cost center to a strategic advantage.
Convergys’ pharmaceutical outsourcing solutions collect, analyze and transform customer intelligence into answers and action plans that differentiate your operations. This process allows you to manage and resolve complex product inquires, while carefully and empathetically attending to the special needs of your customers.
There are many benefits of outsourcing in the pharmaceutical industry. We help healthcare organizations like yours to:
- Recruit and train the right agents
- Demonstrate value with business intelligence and ROI metrics
- Drive customer satisfaction by contacting consumers to enhance wellness
- Effectively manage adverse events and product quality issues
- Adapt to the increasingly restrictive environment
Our portfolio of solutions includes:
Our Portfolio of Solutions Includes
Effective training is essential for your agents interacting with customers over personal health issues. Our training techniques include a focused curriculum using performance-based learning that requires agents to practice skills rather than simply read about them. Moreover, our training is measured and managed for improvement and compassion.
Measurable Results: For a leading healthcare company, we reduced training time by 33 percent saving them nearly $10.5 million.
How does your company measure up in the eyes of your customers? We have established a long record of excellence in customer care across diverse industries including healthcare, enabling numerous Fortune 500 companies to improve customer satisfaction while reducing expenditures.
We provide you with proprietary, Point-of-Service-Evaluation and voice of the customer techniques to poll. This helps you to uncover, understand and improve the specific aspects of your customer experience that build loyalty.
Measurable Results: For a nation-wide healthcare company, Convergys aligned internal metrics to customer satisfaction drivers for a 5% point increase in satisfaction ratings
Measurable Results: For one of our leading medical device manufacturer clients, we swiftly built and trained a team to answer calls about complex monitoring products. As the program evolved, we maintained its focus on providing the highest quality of service, while also introducing efficiencies to contain costs. This strategy saves our client over $500,000 annually.
Looking to expand sales with complex distribution channels, improve speed to market, and grow face-to-face selling time with key accounts? Let us help. With more than 30 years in the business-to-business (B2B) sector, Convergys can support your sales force to drive operational excellence and higher revenues.
- Customized inside sales channel to increase revenue and decrease cost of coverage
- Higher sales conversion rates with experienced B2B sales team
- Real-time data and reporting for all key performance indicators
Measurable Results: For a global household and personal products company, Convergys generated more than $500 million in annual client sales with the dedicated inside sales team.
Need to contain costs without decreasing customer satisfaction? Our self-service automation and assisted service optimization technologies are available licensed or on-demand to meet your needs.
- Self-Service to Live Agent - Suite of intelligent products – self-service, notification and call routing – that enables multichannel customer interaction
- Convergys Dynamic Decisioning Solution - Real-time enterprise policy management solution with upsell/cross-sell, retention and cost-containment capabilities across channels
- Intervoice Voice Portal - Power of speech and web-based standards provides a personalized experience for end-users
Measurable Results: For a healthcare client, we reduced agent-handled prescription status calls more than 15 percent with automated messaging – saving $4.5 million.
