Rapidly changing healthcare policies shape the way the performance of customer-facing teams is managed and incentivized.
As the value of healthcare delivery continues to be defined in new and different ways, biopharmaceutical companies must reassess how they engage with customers and stakeholders. In turn, new models for competency development, as well as measuring and rewarding performance, must evolve.
Every manufacturer knows the importance of measuring and managing the performance of its customer-facing staff. They also know that the reality of carrying out these vital functions is easier said than done. Performance management is both an art and a science, and many manufacturers simply do not have the resources to tackle this challenge.
Touchpoint’s performance-management solution tracks and enhances the performance of a wide variety of specialist teams.
We have built a robust system to manage and incentivize all Touchpoint-owned teams. These same performance-management resources are available for direct-hire positions as well.
Touchpoint sets high performance expectations for all team members:
Field Sales and Service Teams
Field sales and service teams are rewarded for results, not activity alone. We customize each compensation plan to motivate behaviors that drive program success. We also enhance performance by employing OPAL®, an online competency-development and day-to-day performance-management resource that provides field representatives with just-in-time coaching and expert guidance on important business competencies.
Inside Sales and Service Teams
Inside sales and service teams are incentivized based on call quality and volume. Representatives are given daily feedback regarding productivity and call quality/effectiveness. Incentives are based on a quality score composed of 23 effectiveness measures.
Clinical teams (clinical health educators and medical science liaisons) are unique in that they are not paid to achieve sales goals. Instead, these professionals are compensated based on their ability to achieve client-specific educational and communications goals. Their performance is measured through the process of Management by Objective (MBO).