Call Centre
In case of chronic therapies like hypertension, serious conditions like AIDS and in hitherto unknown conditions (atleast in India) like erectile dysfunction the call centre provides the answer.
The medium lends an ear to three types of customers
1. Doctors, who would like to more about the drug profile, discuss a specific case, ask for a reference on use in a specific condition.
2. Patients who seek counseling, the nearest physician or chemist shop. The telephone provides anonymity to the caller especially when discussing taboo subjects
3. Retailers asking for pricing details, product availability
With the advent of paging companies who can provide a single number nation wide, facility of leased lines from DOT and the toll free numbers in select metros this medium is set for take-off.
There are certain factors to be borne in mind whilst setting up a call centre. The sheer diversity of the country means that callers would speak different languages and may not be comfortable with English.
This is especially relevant if the centre would cater to calls from patients. Also doctors would not prefer their queries being answered by a lay person without any medical knowledge. Thus most medical queries have to be escalated to a qualified physician who responds to a doctor’s queries within a set time limit.
These limitations notwithstanding, the call centre is an excellent medium to come closer to the customer and pharmaceutical industry is realising the potential
In case of chronic therapies like hypertension, serious conditions like AIDS and in hitherto unknown conditions (atleast in India) like erectile dysfunction the call centre provides the answer.
The medium lends an ear to three types of customers
1. Doctors, who would like to more about the drug profile, discuss a specific case, ask for a reference on use in a specific condition.
2. Patients who seek counseling, the nearest physician or chemist shop. The telephone provides anonymity to the caller especially when discussing taboo subjects
3. Retailers asking for pricing details, product availability
With the advent of paging companies who can provide a single number nation wide, facility of leased lines from DOT and the toll free numbers in select metros this medium is set for take-off.
There are certain factors to be borne in mind whilst setting up a call centre. The sheer diversity of the country means that callers would speak different languages and may not be comfortable with English.
This is especially relevant if the centre would cater to calls from patients. Also doctors would not prefer their queries being answered by a lay person without any medical knowledge. Thus most medical queries have to be escalated to a qualified physician who responds to a doctor’s queries within a set time limit.
These limitations notwithstanding, the call centre is an excellent medium to come closer to the customer and pharmaceutical industry is realising the potential