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E-Folder - Making the Move to an Outbound Telephone Sales Operation-All You Need to Know
When I'm Calling You ... Will You Answer True?
Making the move to an Outbound Call Operation
Since there are so many meaningful initials and acronyms floating around in business today, let's start by giving the subject matter here a REALLY COOL acronym - MOCO (Moving (to an) Outbound Call Operation). Has sort of a coffee be
Making the move to an Outbound Call Operation
Since there are so many meaningful initials and acronyms floating around in business today, let's start by giving the subject matter here a REALLY COOL acronym - MOCO (Moving (to an) Outbound Call Operation). Has sort of a coffee be
According to USFDA, a combination product is one composed of any combination of a drug and device; biological product and device; drug and biological product
an 'flavour' to it.
Now, down to business.
Organisations of all shapes and sizes are becoming more proactive in their approach to telephone selling.
Incidentally, what does 'Proactive' mean? It is one of many hyped words/phrases that tend to float around the world of business - like 'empowerment' and 'synergy'. It means, simply:
Now, down to business.
Organisations of all shapes and sizes are becoming more proactive in their approach to telephone selling.
Incidentally, what does 'Proactive' mean? It is one of many hyped words/phrases that tend to float around the world of business - like 'empowerment' and 'synergy'. It means, simply:
; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.
Examples of combination products may in
Examples of combination products may in
To control a given situation or to create a new situation.
So, Your Inbound Call Centre/Help Desk can indeed be a proactive environment (add on sales, special offers, new product information and more). And, when you elect to commence MOCOing you will be creating a new 'situation'. However, a word of caution:
So, Your Inbound Call Centre/Help Desk can indeed be a proactive environment (add on sales, special offers, new product information and more). And, when you elect to commence MOCOing you will be creating a new 'situation'. However, a word of caution:
If your
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
urrent inbound operation is not truly proactive - customer friendly, technologically sound, team focused and well managed - you have virtually no hope of establishing and successfully launching an outbound operation.
There are some extremely important questions to ask, for a start:
Why are you doing it?
There are some extremely important questions to ask, for a start:
Why are you doing it?
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
Build and manage better relationships with established customers?
Re-gain lost accounts?
Gain new business?
Obviously the above will be achieved through a variety of methodologies to gain best results.
Will it be a stand-along operation or will you LINK it to other key areas within your organisation?
For instance, those o
Re-gain lost accounts?
Gain new business?
Obviously the above will be achieved through a variety of methodologies to gain best results.
Will it be a stand-along operation or will you LINK it to other key areas within your organisation?
For instance, those o
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
you who want to reduce the workload of your field sales force in dealing with marginal, distance or no-growth accounts - adding outbound telemarketing becomes as simple as A, B, C.
A accounts (and potential A's) are managed by your field sales force.
B accounts (and potential B's) are managed by your outbound telemarketing team.
A accounts (and potential A's) are managed by your field sales force.
B accounts (and potential B's) are managed by your outbound telemarketing team.
ucts have become life saving products for the pharmaceutical companies who doesn’t have many innovative molecules in their product pipeline and have been inc
lso, they can support the field sales force with A account backup/support.
C accounts are encouraged to contact your Customer Service Call Centre. If this is a proactive Call Centre, then these customers will be well serviced.
Also, a combined customer service/telemarketing team can have a dramatic impact on bottom line results by
C accounts are encouraged to contact your Customer Service Call Centre. If this is a proactive Call Centre, then these customers will be well serviced.
Also, a combined customer service/telemarketing team can have a dramatic impact on bottom line results by
easingly used in the product life cycle management. Even the companies having product patents are trying to extend their product life cycle through the combi
offering customers a total service structure.
Who will we have on our team?
Let's start with Charlie - been with the company 25 years, as a sales 'rep' (I hate that word, but it is appropriate for now) and has found the going tough in the last 5-6 years (or he has been in accounts, warehouse, front counter - whatever). W
Who will we have on our team?
Let's start with Charlie - been with the company 25 years, as a sales 'rep' (I hate that word, but it is appropriate for now) and has found the going tough in the last 5-6 years (or he has been in accounts, warehouse, front counter - whatever). W
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
ll Charlie be a good telemarketer. Probably not - one example, of a salesperson making six calls a day moving to an environment where they are expected to make six calls an hour, should suffice!
How about Kylie - been a CSO for 10 years and has a 'natural' ability with customers but gets a bit stressed at certain times or with cert
How about Kylie - been a CSO for 10 years and has a 'natural' ability with customers but gets a bit stressed at certain times or with cert
and physically. They need to rightly judge the benefits of the combination products and they have to even look at the risks involved when combining the produ
in people. How will Kylie go? Probably not all that well.
The point here is - you may not be able to staff your outbound call centre entirely with your current staff. There are a number of processes to go through - interviewing, testing, career appraisal, discussing performance standards and training. I personally observed a maj
The point here is - you may not be able to staff your outbound call centre entirely with your current staff. There are a number of processes to go through - interviewing, testing, career appraisal, discussing performance standards and training. I personally observed a maj
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
r organisation totally fail in their bid to establish a telemarketing operation because they did not have the right people (all internally chosen from other departments with lessening staff requirements).
On the other hand, many of your customer service people may view a telemarketing role (say as part of a mix in their career) as a
On the other hand, many of your customer service people may view a telemarketing role (say as part of a mix in their career) as a
ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.
Following aspects would a
Following aspects would a
tremendous career boost.
Who will the Leader be?
Do you have a leader ...
who will take ownership and responsibility? who has experience and expertise (or who has the ability to learn quickly)? who will commit to long term goals and a successful outcome? who will gather the resources necessary to sustain momentum? who
Who will the Leader be?
Do you have a leader ...
who will take ownership and responsibility? who has experience and expertise (or who has the ability to learn quickly)? who will commit to long term goals and a successful outcome? who will gather the resources necessary to sustain momentum? who
dd to the challenges in developing combination products:
Which markets to tap where the combination products can do fairly well?
Which combination prod
Which markets to tap where the combination products can do fairly well?
Which combination prod
ill develop a top team to ensure success?
What is the PURPOSE of the Move
Can everyone involved 'see' the outcomes in terms of departmental growth, better customer relationships, greater revenue and improved results?
Can everyone involved understand the benefits to customers - internal and external - that this move will bri
What is the PURPOSE of the Move
Can everyone involved 'see' the outcomes in terms of departmental growth, better customer relationships, greater revenue and improved results?
Can everyone involved understand the benefits to customers - internal and external - that this move will bri
cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
g?
Is everyone positive and excited about the move?
Is there a common VISION, PURPOSE, OBJECTIVES and STRATEGY to ensure a successful shift.
Is the organisation culture right to ensure success?
Who else needs to be involved - internal/external?
Does the leader and their management team have the commitment, co-operation an
Is everyone positive and excited about the move?
Is there a common VISION, PURPOSE, OBJECTIVES and STRATEGY to ensure a successful shift.
Is the organisation culture right to ensure success?
Who else needs to be involved - internal/external?
Does the leader and their management team have the commitment, co-operation an
tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
d collaboration of senior people within the organisation?
Are other key people within the organisation taking responsibility and accountability to ensure a smooth transition?
Who will you use externally (if not fully covered internally) for IT/Telecommunications transitions, recruitment and training? What is their experience, what
Are other key people within the organisation taking responsibility and accountability to ensure a smooth transition?
Who will you use externally (if not fully covered internally) for IT/Telecommunications transitions, recruitment and training? What is their experience, what
t?
As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel
As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel
are their successes and who will work with you to achieve your goals?
How will you monitor progress?
Can you measure the success of the move in real terms?
Are you able to benchmark progress either through key performance indicators, results achieved to date, the implementation process, or a combination of all three?
Ho
How will you monitor progress?
Can you measure the success of the move in real terms?
Are you able to benchmark progress either through key performance indicators, results achieved to date, the implementation process, or a combination of all three?
Ho
ping new procedures for reviewing their safety, efficacy and quality.
Professional from academic institutions, pharmaceutical industries, health care indust
Professional from academic institutions, pharmaceutical industries, health care indust
will your current systems and structures be changed or modified?
Will you need to radically alter your current contact management system to grow and evolve with as the operation expands?
Will you be linking your inbound/outbound operation? What other areas are in this link - the sales force, marketing, accounting, warehouse,
Will you need to radically alter your current contact management system to grow and evolve with as the operation expands?
Will you be linking your inbound/outbound operation? What other areas are in this link - the sales force, marketing, accounting, warehouse,
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
branch network?
Do you have unique needs that will require optimising or altering your current IT and telecommunications?
How will you distribute, share and synchronise customer/prospect information to relevant people/departments?
How will you allow your team to fully exploit the power of new/altered technology with a minimum of f
Do you have unique needs that will require optimising or altering your current IT and telecommunications?
How will you distribute, share and synchronise customer/prospect information to relevant people/departments?
How will you allow your team to fully exploit the power of new/altered technology with a minimum of f
.
As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de
As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de
ss, expense and learning time?
For those of you currently undertaking this task of MOCOing - all the best. Things have changed from a number of years ago and outbound telephone sales has become recognised, as it should be, for its professional approach, its vital link to the company and for the skills of its people.
As mentioned i
For those of you currently undertaking this task of MOCOing - all the best. Things have changed from a number of years ago and outbound telephone sales has become recognised, as it should be, for its professional approach, its vital link to the company and for the skills of its people.
As mentioned i
elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.
Companies that provide selfless information through particip
Companies that provide selfless information through particip
the model above, LEADERSHIP is still the key to success and continuing Customer Satisfaction must be the main outcome.
Be confident and self assured for SUCCESS at Telemarketing. Never, ever give into setbacks. And, as Victor Kiam said 'Procrastination is opportunity's assassin'.
Be Positive and SUCCESS is bound to happen!
Be confident and self assured for SUCCESS at Telemarketing. Never, ever give into setbacks. And, as Victor Kiam said 'Procrastination is opportunity's assassin'.
Be Positive and SUCCESS is bound to happen!
tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products
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