Thought Leadership

The Five Reasons Pharmaceutical Companies Should Outsource

For public health to continue to progress and improve, pharmaceutical companies need to invest their time, money, and efforts in what they do best; developing medicine by completing the necessary research for effective treatment. Their primary focus is on scientific advancement, not on worrying about establishing a functioning contact center for their customer care.

By establishing an outsourced partnership, pharmaceutical companies can gain multiple benefits for their company.

Here are a few reasons why pharmaceutical companies should consider an outsourced contact center.

1. Provided training, facilities, and technology 

An outsourced contact center is an alternative to an in-house contact center for pharmaceutical companies looking to provide an exemplary customer experience. Because outsourcers provide the training, facilities, and innovative technology needed for great customer care, pharmaceutical companies can keep their focus on medical advancement and not on developing call center agents to properly handle their customer care. The facilities and technology expenses are covered by the outsourcer by spreading it across multiple clients, keeping the pharmaceutical company’s costs relatively low.  

2. Trust that your brand and product will be well represented

Outsourced contact centers employ highly trained and experienced agents. The agents can be trusted to handle the company’s brand and product. Agents are trained to be an ambassador of a brand, continuously creating favorable experiences for the customer. Agents at outsourced contact centers are trained by expert management and support staff in quality assurance by using the most trusted and modern technology and methods, improving the quality of service the customers receive.

3. Quicker to-market time

Pharmaceutical research and the drug development process are timely and costly endeavors. Pharma companies can spend billions of dollars and an average of 10 years testing their product. Because of this, many in the pharmaceutical industry do not want to spend the time or effort in creating a functioning contact center for themselves. Instead, they need to focus on spending on research and tracking development. While an outsourcer handles answering customers’ calls or filing documentation for the company, the pharmaceutical company can work on getting their product to the market quicker instead of investing in tedious but necessary work. Patients are not looking to overcomplicate the process of obtaining their medication and overall better quality of health. Outsourced contact centers can help facilitate that process.

4. Proper handling of documents 

It’s understandable that big pharmaceutical companies aren’t the experts at document sorting, scanning, and filing. They are primarily focused on taking care of patients’ health and the public’s well-being, which is a major responsibility. However, in the pharma industry producing and distributing medicine involves a lot of back-office processing as well. Performing these tasks in-house is surely an option, but with pharmaceutical outsourcing, the company can trust that the information of their company and their patients are both meticulously protected and properly handled. Pharmaceutical companies obtain highly sensitive information from their consumers and this is important to them. Outsourced contact centers provide the services needed to handle all of this information and paperwork so that companies can focus on their core competencies.

5. Favorable profit and cost results 

Strategic outsourcing can have a positive impact on both the company’s spending and profit. In-house contact centers are typically more costly than outsourced ones. Not only are proper facilities, employee accommodations, and training necessary, but some overhead costs may occur. Overhead costs are inevitable, but the company will already be saving by using an outsourcing service provider and not worrying about the costs related to contact centers. Consequently, the company won’t risk losing purchasers and can continue to focus on new drug development and improve medications both already in the market and those in clinical trials.

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