[ysteinhardt]

Our pharma contact center is currently ~40% insourced and 60% outsourced. Our agents are broken down by therapeutic area and handle inbound calls for medical information and reporting of adverse events/product complaints.

How are your pharma centers set up, and why? Specifically,
1. What is your ratio for insourced to outsourced agents?
2. How is your business set up to handle product inquiries and AE/PC reports? Do agents handle all of this work, or are agents specialized to handle different types of work?
3. How do you demonstrate ROI to senior leadership? Product teams? Other internal business partners?
4. What changes do you expect to make to your set up in the next five years?

Thank you!