Call Center Services

The MS LifeLines Call Center earned its re-certification for its excellence in providing quality customer service to people inflicted and/or affected by multiple sclerosis (MS). The call center, which runs under EMD Serono, Inc., a subsidiary of Merck KGaA, Darmstadt, Germany, and Pfizer Inc., has received this certification for the second year in a row.

MS LifeLines is an educational support service for community members living with MS, as well as their family and friends. “The MS LifeLines' call center is central in our being able to provide individualized support and resources to the MS community, which also include our Nurse Support Network, MS LifeLines Ambassadors and patient education programs," said Liz Barrett, President, North America, Pfizer Specialty Care.

For example, the center will help you find affordable relapsing MS therapy, access to nurses who can help provide training, education, and more. Additionally, the ambassadors are all currently living with MS and can give callers a first hand account of what the process is like. To go a step further, the contact center is available for residents 24 hours a day, seven days a week.

"MS LifeLines has shown a commitment to providing outstanding customer service, and are to be congratulated for earning their second consecutive certification," said Mark Miller, senior director, J.D. Power and Associates. "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."

The certification came after an audit was completed on the centers operations and support functions. James Hoyes, president of EMD Serono, Inc., said he could not be prouder to be recognized again.

"We are honored to receive J.D. Power and Associates Call Center Certification program recognition for the MS LifeLines call center for a second straight year," said Hoyes. "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."