ICT to Provide Service for SmithKline Program

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Outsourced customer service provider ICT Group Inc., Langhorne, PA, yesterday said it began providing multi-lingual call center support for NiQuitinCQ, the smoking cessation program offered by SmithKline Beecham in the United Kingdom, Belgium, Sweden and France.


The exclusive agreement augments ICT's extensive work with SmithKline in North America.


A team of 24 agents fluent in English, French, Swedish and Flemish at ICT Eurotel in Dublin, Ireland, will provide inbound support for the program. Agents ask callers a series of questions and enroll them in a 10-week, customized program called Committed Quitters. The information they gather is used to compile mailing materials tailored to each individual.


The agreement is the first application for SmithKline with ICT's European operations, according to John McCabe, president of ICT International Teleservices.


McCabe said he expects the SmithKline business will require about 4,000 man-hours per month. He also said that the service could expand as SmithKline rolls Committed Quitters out to additional countries.
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