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Software solutions used in call centers have helped in increasing customer satisfaction and reduce

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

the workload of agents and call center managers. The commonly used software in call centers helps i

; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.

Examples of combination products may in

n storing and classifying each and every transaction affected by its agents and customers. This inf

lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.

ormation is then used to define standards relating to different call center activities and devise p

here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe

lans to achieve those standards.

The software is designed, based on statistical concepts and theor

d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.

Combination pro

ies. It enables call center managers to streamline the process of employee performance appraisal an

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

d understand the various factors that can affect the performance of an agent.

The software works i

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

n conjunction with other information systems installed in the call center. Incoming and outgoing ca

nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically

lls are classified on the basis of their complexity, repeatability and related parameters, to ascer

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

tain the standard time taken to complete a call. Data generated over a period of time is used to ge

ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi

nerate statistical reports and charts that help in setting standards. An agent's actual performance

ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.

Following aspects would a

is compared with the set standards to determine his performance rating. CRM software installed in

dd to the challenges in developing combination products:

Which markets to tap where the combination products can do fairly well?
Which combination prod

the call center uses this rating to determine the type of calls that are routed to the agent.

Apar

cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin

t from employee statistics, the software also generates reports relating to different activities th

tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen

at define the efficiency of the call center. These reports are compared with the performance of oth

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

er similar call centers, to ascertain performance levels and devise plans to overcome difficulties.

ping new procedures for reviewing their safety, efficacy and quality.

Professional from academic institutions, pharmaceutical industries, health care indust

Operational statistics are very important when it comes to standardizing and controlling differen

y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products

t activities of a call center. Statistical information generated by the software forms the base for

.

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

future expansion or acquisition plans. It helps in recruiting agents with the appropriate skill le

elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.

Companies that provide selfless information through particip

vels, by defining entry-level skills of an aspirant and the average time taken to learn the skills.

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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