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Predictive dialers are many steps removed from their predessors, the automatic dialers of the past. Whereas automatic dialing allowed callcenter agencies to dial numbers quickly and efficiently, predictiv

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

e dialing also processes and makes use of a whole range of information, linking callers to live voices every single time. In fact, with predictive dialing, agents' 'talk time' has increased from an averag

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

Examples of combination products may in

of twenty minutes per hour to fifty minutes per hour. This is a fabulous rate of improvement - instead of wasting more than half of their time on listening to busy signals and answering machine messages,

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

agents now spend the majority of their time engaged in producting interaction. The dialer also manages the line to agent ratio by pacing the call rate at the desired level. In this way, quotas are met, a

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

d agents are neither idle nor overwhelmed. In other words, because the hardware and software does its job, agents are able to spend much more time doing theirs. And of course, increased contact time means

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

Combination pro

that the center's goals are reached much more quickly.

In many ways, it is still true that the real value of a call center depends on its 'human capital' - the agents who interact with clients and poten

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

ial clients. The more the center's human capital is brought to the forefront, the more everyone benefits. The aim of technology, therefore, is to maximize the time that agents are able to spend doing what

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

only they can do - conversing, communicating, interacting. Predictive dialing and other call center technology represents a perfect symbiosis between person and machine.

A predictive dialing system is a

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

le to keep track of which agents are available, while monitoring the responses to the outgoing calls that it makes. Numbers that are busy, disconnected, fax lines, or calls that are answered by machines o

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

r voicemail systems are not connected to an agent. Only the calls that are answered by a live voice are put through to an agent, which means that the agent spends almost all of his or her time on the line

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

with a live person. Facilitating and maximizing talk time is the goal of every call center.

The hidden benefit in all this is the fact that the agent is much less likely to get bored or disheartened. Hum

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

Following aspects would a

an contact is important to everybody, and particularly to those who select careers that highlight communication. Many of the agents who choose to work in call centers are there precisely because they are

dd to the challenges in developing combination products:

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

ttracted to the work due to the fact that they have excellent communication skills and enjoy interacting with people. An endless stream of answering machines or busy signals is bound to frustrate them. Wh

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

en they are able to spend fifty minutes out of each hour actually interacting with clients, however, the agents find that time goes by much faster and their workday is more varied and interesting. Further

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

ore, they know that their skills are valued, and that their company supports them by investing in the appropriate technology.

Predictive dialing technology is improving all the time. One problem that we

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

occasionally still encounter is a short lag between the time the outgoing call is answered and the time the agent gets on the line. Generally, this is only a matter of a few seconds, and some systems play

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

Professional from academic institutions, pharmaceutical industries, health care indust

a short recorded message during this time. Nevertheless, any sort of lag time increases the possibility that the potential client will become confused, and that part of the agent's talk time will be spent

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

sorting out the confusion. There is also the chance that the client may hang up. Therefore, measures are being taken to speed up voice connects and minimize this lag time to the point where it may become

.

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

imperceptible.

Predictive dialing has revolutionized call centers, and has the potential to continue doing so. Calls are made much more efficiently, employees are happier, and the goals of the call cente

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

Companies that provide selfless information through particip

r are likely to be me much faster. Now that this technology is readily available (and improving all the time) it would be almost unthinkable for any sizable call center not to invest in predictive dialers

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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