MS LifeLines, a call center launched in 2002 to connect with the multiple sclerosis (MS) community, has achieved a certification from the J.D. Power and Associates Call Center Program(SM) after going through an audit of customer satisfaction practices over several months in 2011.
MS LifeLines call center went through a detailed audit of more than 100 practices across its call center operations and support functions and later on successfully passed the process. As part of its evaluation, J.D. Power and Associates also randomly surveyed MS LifeLines callers who recently contacted the call center.
"The MS LifeLines call center is to be congratulated on becoming certified, as this reflects its strong commitment to customer service," according to J.D. Power and Associates. "Our research indicates that MS LifeLines' customers were impressed with the level of concern demonstrated during the call, which is particularly important when supporting patients diagnosed with serious medical conditions such as multiple sclerosis."
J.D. Power and Associates officials said that this the first time they have recognized a pharmaceutical call center for providing an outstanding customer service experience. MS LifeLines listens to the needs of the MS community and delivers individualized support to people living with MS, their families and their caregivers 24 hours a day, seven days a week.
"For almost 10 years, the MS LifeLines call center has provided individualized support and information to the MS community through its call center specialists," said Liz Barrett, president, North America, Pfizer Specialty Care. "As part of this commitment, we continuously benchmark and enhance these offerings to ensure they deliver a valuable experience for people living with MS.”
MS LifeLines call center is sponsored by EMD Serono, Inc. and Pfizer Inc., and is located at EMD Serono's U.S. headquarters in Rockland, Mass.
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Jyothi Shanbhag is a contributing editor for HealthTechZone. To read more of Jyothi's articles, please visit her columnist page.Edited by
Tammy Wolf
