ICT Group Inc. yesterday said that it entered a four-year customer service agreement with JCPenney Canadian Premier Life Insurance Co. to be its exclusive outsourced provider of inbound customer care and enrollment services. ICT, Langhorne, PA, already provides outbound telesales for the insurance marketer.
ICT Management Services, the ICT division that specializes in outsourced customer management services, will provide dedicated inbound service through its Riverview, New Brunswick, call center. About 50 of the 450 agents at the center will handle insurance enrollment calls, product information requests, policy adjustments and benefit change transactions. The agents also will be responsible for promoting customer retention.