MS LifeLines® Earns J.D. Power and Associates Call Center Certification for Customer Service Excellence
Posted Wednesday, February 29, 2012
Rockland, MA/New York, NY, January 23, 2012 – EMD Serono, Inc., a subsidiary of Merck KGaA, Darmstadt, Germany, and Pfizer Inc. announced today that the MS LifeLines® call center earned certification through the prestigious J.D. Power and Associates Call Center ProgramSM after a thorough audit of customer satisfaction practices over several months in 2011. This is the first time J.D. Power and Associates has recognized a pharmaceutical call center for providing an outstanding customer service experience. MS LifeLines launched in 2002 with the goal of connecting with the multiple sclerosis (MS) community, listening to its needs and delivering individualized support to people living with MS, their families and their caregivers 24 hours a day, seven days a week.
"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."
To achieve certification, the MS LifeLines call center successfully passed a detailed audit of more than 100 practices across its call center operations and support functions. As part of its evaluation, J.D. Power and Associates also randomly surveyed MS LifeLines callers who recently contacted the call center. MS LifeLines call center, sponsored by EMD Serono, Inc. and Pfizer Inc., is located at EMD Serono’s U.S. headquarters in Rockland, MA.
"Receiving the J.D. Power and Associates Call Center Certification Program distinction demonstrates the dedication of the MS LifeLines call center specialists who are focused on customer service excellence," said James Hoyes, president of EMD Serono, Inc. "We are honored that MS LifeLines’ call center has earned the J.D. Power and Associates certification."
For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power and Associates’ cross-industry customer satisfaction research. The evaluation criteria include the customer service representatives’ courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of an issue or request.
"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 is an educational support service committed to the MS community in the United States. Its mission is to offer support to people with MS, people taking or considering Rebif® (interferon beta-1a) therapy, and the care partners who support them. The web site, www.mslifelines.com, provides information on living well with MS.
At the heart of the MS LifeLines network is its call center, which marked a milestone in 2010 by answering one million in-bound calls from the MS community. The call center includes patient enrollment specialists, patient support specialists, nurse support specialists and reimbursement specialists. Whenever someone in the MS community needs to speak with a live person, support is available toll-free at 1-877-447-3243. The MS community can also visit MS LifeLines online at www.mslifelines.com.
The MS LifeLines call center can also connect callers to various programs including:
- · Nurse Network: MS LifeLines nurses are MS-certified. They are trained in the specialty of MS and certified by the International Organization of Multiple Sclerosis Nurses. They are available to conduct in-home injection training across the United States.
- · Reimbursement Specialists: These professionals can help the MS community in the United States understand their insurance benefits and assist eligible patients in getting access to Rebif® (interferon beta-1a).
- · MS LifeLines Ambassadors: EMD Serono, Inc. and Pfizer Inc. recognize it can sometimes help to talk with someone about what it’s like living with relapsing MS. MS LifeLines Ambassadors, sponsored by EMD Serono, Inc. and Pfizer Inc., are individuals living with relapsing MS who share their stories with others in the community.
- · Local Patient Programs: Thousands of local patient programs are conducted each year around the country to help people impacted by MS stay informed and connected with the MS community in their area. These local events feature informative talks with health care professionals and inspiring stories from MS LifeLines Ambassadors.
- · Talk MS: This online talk show series features a variety of guests, including healthcare professionals, nurses and people living with MS.
EMD Serono, Inc. and Pfizer Inc. continue to demonstrate a commitment to the multiple sclerosis community with MS LifeLines and other programs.
Read full article on the EMD Serono/Pfizer website.
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