We helped a leading pharmaceutical company establish metrics and dashboards to provide greater oversight over the call centers servicing customers throughout the world.
Our client, the medical operations lead for the consumer health division of a global pharmaceutical company, wanted to develop metrics and dashboards to provide greater oversight over the call centers servicing customers throughout the world. The client intended to both use the dashboards to provide information to internal leadership and allow the call center regional leads to analyze their teams’ performance and identify opportunities for improvement. In addition to creating dashboards on the existing data visualization platform, the client wished to explore opportunities for employing artificial intelligence tools, specifically natural language processing, to better analyze the data they possessed. Our team was engaged to lead this effort because of our expertise in working with clients to identify requirements and work with technology groups to realize new assets.
We met with internal stakeholders, including the medical operations lead, the call center regional leads, and the call center office leads, to identify key performance indicators and based on these, developed two dashboards for the main audiences (executives and the call center leads). Additionally,we developed guides to ensure a smooth transition to business as usual and proposed areas to investigate. We worked with the internal business technology group to identify internal and external artificial intelligence capabilities (specifically, applying natural language processing on free-text questions and answers captured by the call center agents) and assessed their feasibility. Once the benefits and costs of each AI solution were outlined, the clients decided to ultimately forgo AI tools and instead focus efforts and resources on improving the dashboards in the existing data visualization platform. The decision to forgo an AI tool was summarized in a presentation that also outlined several additional opportunities for using AI tools.
The two new dashboards that were developed allow users to gain greater insight into call center activities throughout the world, which is especially important as new call centers are established overseas. By having more granular data, leads can more easily set performance targets. Additionally, since the data is summarized in real-time, leads save several of hours each month compiling their recurring reports and avoid discrepancies in the data because there is now a single source.