Hitmetrix - User behavior analytics & recording

ICT Group Giving Answers for Pfizer

Teleservices provider ICT Group won a contract yesterday to provide inbound services on a customer assistance initiative for Pfizer Inc.

ICT Group will provide 75 customer service representatives for the Pfizer Helpful Answers program. Terms of the contract were not disclosed.

The Helpful Answers program aims to give uninsured Americans information on how to get Pfizer medicines for free or at a discount, ICT Group said.

ICT Group reps will respond to inquiries from people applying for this assistance, answering questions about application screening, address changes, member add-ons and new card requests, as well as providing information about prescription prices, pharmacy locations and discount eligibility.

In addition, ICT Group will provide adverse event handling, complaints handling, quality assurance reporting, bilingual service in Spanish and English and a speech recognition-capable interactive voice response system.

Scott Hovanyetz covers telemarketing, production and printing and direct response TV marketing for DM News and DMNews.com. To keep up with the latest developments in these areas, subscribe to our daily and weekly e-mail newsletters by visiting www.dmnews.com/newsletters

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