ICT Group Inc. agreed to a five-year contract yesterday to provide customer service for home heating oil provider Petro, a deal expected to generate $15 million to $20 million, ICT said.
ICT, Newtown, PA, will provide 140 customer service agents for Petro, a subsidiary of Star Gas Partners. ICT agents will handle billing, services, sales and delivery inquiries from Petro customers.
The agents will work with Petro's in-house customer service staff for more complex inquiries. ICT also is providing business process consulting to Petro for improved call handling and service performance.
ICT will provide an interactive voice response system to offer self-help options to Petro customers and streamline call handling.