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Abstract

The core value proposition of an effective functioning medical or Drug Information Center (DIC) in a pharmaceutical or biotechnology company is the delivery of a combination of a high-quality customer service and unbiased Drug Information (DI) to Health Care Practitioners (HCPs) and End Users (EUs) of the company�s products. In fulfilling these obligations, a �Pharma-DIcontact call center� alliance might be warranted. These same values are also the cornerstone of a successful DI contact call center. This makes it increasingly necessary to get the most out of a Pharma DI (client)-call center (vendor) relationship. This session will provide practical approaches to effective vendor selection and management, as well as best practices on how to ensure strategic alignment and a mutually beneficial relationship between the client and the vendor, most especially between the client and the DI specialists at the call center that provide the core values mentioned above. At the end of the session, participants will understand � Vendor selection process: Do you offshore or outsource? � Utilizing training to mitigate quality issues � Ensuring DI specialist�s best fit � Ensuring client-vendor relationship transparency

Biography

Email: TTaiwo@horizonpharma.com