South Dakota-based Link It Call Center announced today a program to recruit physicians and other healthcare professionals to various promotional events to meet key industry leaders and develop their “brands,” according to a company press release.
Link It Call Center, which calls itself a provider of tools to help “pharmaceutical companies launch new drugs, introduce new protocols and promote other brand- and market-building activities,” offers call center marketing services for lead generation and appointment-setting for “big-brand technology firms.”
Link It CEO Wayne McFarland says the company’s job is to “reach, recruit and register healthcare professionals for meetings with key opinion leaders in interactive webinars and eDetailing efforts, and its call center efforts have allowed it to do that.”
For any company, it’s challenging to set up a procedure where custom support or the promotion of products can be available 24x7. HealthTechZone’s Susan J. Campbell describes call centers as “an environment of emotional calls, fluctuating call volumes, varying schedules and time pressure.”
“Just try to predict where a conversation will end five minutes after it starts,” writes Ruth O’Brien at the International Customer Management Institute. “There are no known formulas for predicting the path of human conversations. That is why creating a consistently great customer experience is more difficult than rocket science.” She recommends that to make it feel easy for both employees and customers, “the best outcomes can be achieved by ensuring a controlled environment, well-prepared and engaged employees to interact with our customers.”
“It was really a partnership effort with our first healthcare agencies,” says Link It CEO Wayne McFarland. “They recognized that we had already mastered staffing, training and reporting for key marketing projects. Together we put in place a detailed program to handle such things as obtaining service provider agreements, delivering the necessary safety information, exclusion lists and other Sunshine Act compliance-related essentials.”
Banking on the idea that healthcare professionals need up-to-the-minute information on just about everything, the parent company said it also developed a cloud-based project portal where key statistics can be viewed and reports pulled in real-time.
The Link It Call Center, with all employees based in four offices in South Dakota, was set up four years ago after Link It was unable to find quality call center services, either off or on shore, according to the company.
The division quickly expanded from just representing the company’s software products to working with more than 200 other firms to market their services and products, primarily in the tech, medical and service industries, the company said.
“Our pharma clients tell us that our program aligns perfectly with their efforts to maintain a strong branded presence in new and developing information delivery channels,” McFarland said in the press release.
Edited by
Jennifer Russell
