Grupo GSS: Servicios de Atención al Cliente, Marketing Telefónico y Outsourcing


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sep 12

"The pharmaceutical Industry and the Contact Center: A combination with a lot of strength."

Probably, many executive directors of pharmaceutical companies have wondered how they can improve their relationship with their customers, doctors or pharmacists when they know that some of their customers are not visited that often, and in the worst case, they are not even visited. This will be even worse when, due to the new Royal Decree linked to the reduction of healthcare expenditure, as there is a real danger of the reduction of sales forces. It is obvious, from the point of view of the relationship management, that being close to the client, that is to say, listening to him and informing him, will generate more prescriptions of my product than my competitor’s. 

Let’s say that in a stable and balanced world, the answer is obvious and there are two alternatives to solve this situation: On one side, 1) increase the frequency of the visits to your prescription collective through the doctor delegates that visit them and/ or 2) increase the number of doctors to be visited, in order to get more prescriptions.

In the first option the delegates should visit less clients to increase frequency of contact with the same prescriber, within the same working hours, which ends up being a not much recommended option. In the second option, the ideal would be to increase the sales force and reach clients that are not being visited now. This is a decision on each company, depending on its strategy.

However, nowadays, the pharmaceutical industry, like many others, has changed, due to the new Royal Decree which introduces cuts in the budgets of the health services expenditure. The contact center can help in fighting against this new situation and improve your sales.


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