MS LifeLines® Call Center Earns J.D. Power and Associates Re-Certification for Customer Service Excellence in …

ROCKLAND, Mass. and NEW YORK, May 28, 2013 /PRNewswire/ -- EMD Serono, Inc., a subsidiary of Merck KGaA, Darmstadt, Germany, and Pfizer Inc. announced today that the MS LifeLines call center earned re-certification for customer service excellence in providing support services to the multiple sclerosis (MS) community through the prestigious J.D. Power and Associates Call Center Certification ProgramSM. This is the second consecutive year J.D. Power and Associates has recognized MS LifeLines with this certification after a thorough audit of customer satisfaction practices over several months in 2012.

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For more than a decade, MS Lifelines has been committed to connecting with the MS community, listening to its needs and delivering individualized support to people living with MS, their families and their caregivers 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."

To achieve certification, the MS LifeLines call center successfully passed a detailed audit of more than 100 practices across its call center operations and support functions. As part of its evaluation, J.D. Power and Associates also randomly surveyed MS LifeLines callers who recently contacted the call center. For certification status, the call center had to perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power and Associates' cross-industry customer satisfaction research.

"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 James Hoyes, President of EMD Serono, Inc. "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."

MS LifeLines is an educational support service committed to the MS community in the United States. Its mission is to offer support to people with MS, which includes people taking or considering Rebif (interferon beta-1a) for treatment of their relapsing MS, and the caregivers who support them. The web site, http://www.mslifelines.com, provides information on living well with MS. The MS LifeLines call center is located at EMD Serono's headquarters in Rockland, MA.

"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. "We look forward to continuing our commitment to excellence in the services we provide to the MS community."

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MS LifeLines® Call Center Earns J.D. Power and Associates Re-Certification for Customer Service Excellence in ...