J.D. Power and Associates has recognized MS LifeLines for the second consecutive year, for providing excellent customer service experience to the multiple sclerosis (MS) community.
According to a statement, MS LifeLines call center earned re-certification through the J.D. Power and Associates call center certification program. The earlier certification was awarded last year.
For those unaware, multiple sclerosis (MS) is a disabling neurological disease characterized by a chronic, inflammatory condition of the central nervous system. It is generally treated with Rebi (interferon beta-1a).
The MS LifeLines call center is located at EMD Serono's headquarters in Rockland, Mass. It is an educational support service serving the MS community in the United States. It offers support to people with MS, people taking or considering Rebif for treatment of their relapsing MS, and the caregivers who support them.
To date, MS LifeLines’ call center has answered nearly 1.5 million in-bound calls with the help of its in-house patient enrollment specialists, patient support specialists, nurse support specialists and reimbursement specialists.
After a meticulous audit of customer satisfaction practices for several months last year, J.D. Power and Associates recognized MS LifeLines with the certification for the second consecutive year.
"We are proud to provide support to the MS community through MS LifeLines and are pleased that the customer service excellence provided by our call center specialists continues to be recognized," said James Hoyes, president of EMD Serono, Inc., in a statement.
MS LifeLines call center had to successfully pass a detailed audit of more than 100 practices across its call center operations and support functions. It had to perform within the top 20 percent of customer service scores that are based on benchmarks established in J.D. Power and Associates' cross-industry customer satisfaction research.
In addition, J.D. Power and Associates randomly surveyed MS LifeLines callers, during the evaluation.
Mark Miller, senior director of J.D. Power and Associates, said, "MS LifeLines has shown a commitment to providing outstanding customer service, and are to be congratulated for earning their second consecutive certification."
Miller added, "Our research indicated that in particular, customers were very pleased with the level of courtesy and concern provided by MS LifeLines representatives, which is so critical when helping people cope with health-related issues."
Edited by Alisen Downey