A closer look at how pharmaceutical companies can gain multiple benefits by establishing an outsourced partnership
The Indian pharma industry has achieved significant growth in both domestic and global markets during the past five decades. From contributing just five per cent of the medicine consumption in 1969, India has established a leading position in the global generic pharmaceuticals landscape and is known as the ‘Pharmacy of the world’.
As a strategy to stay competitive and flexible, many pharmaceutical companies have been outsourcing research activities to private contract research organizations (CROs) such as backend services and salesforce automation for many years now. But they are starting to outsource many more activities, including analytical and testing services, formulation development, regulatory and pharmacovigilance activities, and so on.
The global CRO industry exhibits market growth of around 10 per cent CAGR with projected acceleration up to 12 per cent through to 2022, potentially reaching $45B market value as predicted by a report by Clearwater International in 2019.
Here’s looking at the top reasons why pharmaceutical companies should consider an outsourced contact center.
Document Handling
The primary responsibilities of big pharmaceutical companies are taking care of public health and well-being and not back-office tasks of document sorting, scanning and filing. These jobs can be given to outsourced contact centres to handle paperwork so that pharma companies can focus on their core competencies.
Patient Satisfaction
Patients need basic help anytime, so the pharma companies need to have an educated agent to be available 24X7 to answer queries over calls. Since in-house training and hiring is expensive, it makes sense to outsource this service to call centres handling medicine-related calls.
Process Automation
The arrival of RPA (Robotic Process Automation) in the field of pharmaceutical R&D and manufacture promises to be a game-changer of sorts. CROs and CMOs can execute recurring processes faster by using digital tools to perform high-volume and repeatable tasks.
Reduces Cost
Outsourcing provides the companies with cutting-edge services, and at the same time, helps them save on overhead expenses such as infrastructure cost and resource cost.
Quality Assurance
By outsourcing your quality needs to an experienced team, companies can focus on other priority tasks, avoid struggling or worrying about quality management systems, and save money in the long run. Outsourced contact centers employ highly trained and experienced agents to create favorable experiences for the customer.