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Category: quality monitoring
Capture High-value Insights From Your Quality Monitoring Function

A blog about the value of customer insights from the contact center would be very innovative – if it were published a decade ago. Industry contact center leaders already know that customer insights…

Updated – Use Mystery Calls to Boost Confidence in Your Call Center’s Performance

I updated this blog. Not because the content is outdated, but because I wanted to share three specific ways to use Mystery Calls to gain confidence in your center’s performance.

Do You Have The Right Tools To Manage Your Call Monitoring Program?

Introducing COMET Call Monitoring Software COMET is a call monitoring software from Centerfirst created specifically for the needs of today’s bio-pharma call center. Your company devotes valuable…

Advanced Call Center Process – Monitoring The Monitor

You lead a call center staffed with well-trained, professional agents. You’ve created a supportive culture with a quality assurance (QA) program that is robust and nuanced.  Your performance results…

What’s the Cost and Value of a QM Database for the Bio-pharma Call Center?

Monitoring and scoring inbound and outbound calls are not a new concept. In fact, you would be hard-pressed to find a call center which doesn’t have some sort of quality assurance program designed to…

Simplifying the Customer Experience

Pharma companies can sometimes make defining and providing a great telephonic customer experience more complicated than it needs to be. We are all customers of some service or product, and we easily…

Three is the Perfect Number

Three may be a crowd at times, but 3 is the perfect number for quality  monitoring formats you should be using in your pharma call center.  The 3 format types I am referring to are: Mystery Calling,…

Do HCP Agents Need Call Monitoring?

We often get asked by our clients if their healthcare professional (HCP) call center agents need to be part of the call quality monitoring program. The question stems from the idea that HCPs join the…

Quality Monitoring Insights Make Your Pharma Call Center a Profit Center

Is your pharmaceutical call center a profit center? Unless the center is making outbound sales calls or filling orders from distributors, it is probably thought of only as a cost center. That’s not…

Ease Resistance To Change In Your Pharma Call Quality Improvement Program

For any of you who remember the Borg species of antagonizing aliens from the television series Star Trek, you probably recall their mantra “Resistance is Futile.”  While I don’t consider myself a…

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