Useful Advices - Business

A telephone communication is a two way communication process with rapport (relation of mutual understanding or trust between people).

Procedures to make a telephone cal

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

Greetings

E.g. “Very Good Morning”

Identification (two way)

E.g. “I am ABC, Business Coordinator. Can I speak to Mr. ABC or

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

Examples of combination products may in

am requesting for an appointment with Mr. ABC”

Message taking

Obtaining Confirmation

Providing feedback

Closing the call

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

ong>

Procedures to receiving a telephone call

Greeting
E.g. “Good Morning, XYZ”
Caller identi
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
ication
E.g. “May I know who is on speaking / line”
Message taking
E.g. “How may I help you”
Information giving and feedback (collect the contact details of the caller)
Closing
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.

Combination pro
the call
E.g. “Thanks, for your call” or “Thanks a lot for calling”

Planni
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
g telephone calls

Organizing the message – have supporting documents in hand.
Be aware of time and cost
Set priority for the messa
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
e
Synthesize essential information and conclusion

Your voice on your telephone can say
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
a lot about you and your company so here is some tips or guidance for Telephone handling:

Variety & Volume – A variety in the pace should be used
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
or else it will be boring and monotonous for the listener. For example, when expressing important points please slow down. Volume can become a problem for listeners, don’t scream or don’t be so soft, be in between and make sure that o
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
her in the room are not disturbed.

Be optimistic about the caller and their concerns, requirements and their company. Be very polite.

Impact & Interest – Think ab
ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.

Following aspects would a
ut the words you use and how they can add impact – which words create pictures in the caller’s mind? This adds interest which should be audible – expressing your sincere interest in them.

Clarity &
dd to the challenges in developing combination products:

Which markets to tap where the combination products can do fairly well?
Which combination prod
Confidence – Pronounce words clearly avoid voice drop at end of sentences and be confident of what you say, no “ers” & “umms”

Follow the track of the caller, emphasis on important words which are im
cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
portant. Don’t pause in between sentences. Be enthusiastic while greeting and closing the call.

Answer the call as quickly as possible

Keep all promises made – ne
tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
er let the caller chase you

Have the tools of trade near you – should be prepared always

Try to speak the same language the caller speaks

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
ng>
Show full interest and attention to the caller at all time

If you cannot give the information your caller requires, take the details and offer to call them back rather they hold on for an
ping new procedures for reviewing their safety, efficacy and quality.

Professional from academic institutions, pharmaceutical industries, health care indust
indefinite length of time.

If you have to transfer the call pass the details of the caller to that person before passing the caller through. Don’t make the caller repeat why he/she call every time w
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
hen the call is passed.

Show charm, warmth, friendliness and courtesy

Place the phone receiver back softly otherwise it can bring a bad impression to customers
.

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
>

Always remember that the customers who telephone are not nuisances – they are your company’s livelihood.

You have to let go the tendency to evaluate, make judgments,
elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.

Companies that provide selfless information through particip
set conditions, accept or reject any proposal or statement, the very first time and rather learn the art of being good listeners with proper understanding of the matter. If you can listen then you can communicate effectively.

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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