Scheduled to go live in September 2001, ICT GROUP will perform a variety of customer service and upselling functions for the communications companys small business customers. The deal calls for 100 dedicated customer service associates (CSAs), contact center supervisors, quality assurance, training and management personnel to provide business-based customer care for Sprints Business Services Group. Responsibilities will include setting up new accounts as well as making additions, changes and deletions to existing accounts. Additionally, CSAs will respond to inquiries regarding products, services, pricing and billing; process receivable collections; and upsell additional products and services.
"We are extremely pleased to be working with Sprint in support of their Business Services initiative," said Jack Magee, president of North American Services for ICT GROUP. "We look forward to delivering consistent, quality customer care for Sprint's small business clients and we are excited to begin this new relationship."
Managed within ICT GROUP's Domestic CRM Services division, the Sprint program will be operated at the Lakeland, Fla. contact center. Currently, ICT GROUP employs more than 8,000 customer care professionals at more than 40 contact centers in the United States, Canada, Australia, Europe and the Pacific Rim. Headquartered in Langhorne, Pa., ICT GROUP provides integrated CRM solutions and manages CRM service operations primarily in the financial, insurance, telecommunications, healthcare, information technology, media and energy services industries.
Sprint is a global communications company serving 23 million business and residential customers in more than 70 countries, with more than 80,000 employees worldwide and $23 billion in annual revenues.