Contact Center Solutions Industry News

TMCNet: EMBARQ Puts Live Representatives Back on the Phones

[November 24, 2008]

EMBARQ Puts Live Representatives Back on the Phones

OVERLAND PARK, Kan., Nov 24, 2008 /PRNewswire-FirstCall via COMTEX/ --
EMBARQ customers
who call 1-800-EMBARQ2 during business hours to speak with a customer service
representative will now be greeted by a live person instead of the usual
automated system most companies use today.
(Logo: http://www.newscom.com/cgi-bin/prnh/20060516/EMBARQLOGO)
"We're committed to providing the best possible service for our
customers," said Bob Crawford, Director of Customer Satisfaction for EMBARQ.
"Customer surveys show that consumers are dissatisfied with automated customer
care, so we are conducting this trial to see if our customers agree."
As part of a nationwide trial, the EMBARQ representatives answering the
phone calls are located in the company's North Carolina office and not
outsourced overseas. They will greet customers to find out their question or
concern and then direct them to the appropriate person.
Yankee Group's Anywhere Consumer: 2007 US Communications/Customer
Satisfaction Survey (July 2007) shows that the biggest frustration in dealing
with companies is long hold times, confusing automated menus and being
transferred too many times.
"Our research shows that consumers prefer a live agent for telephone
support because many of today's automated systems are missing the mark in
terms of customer expectations," said Sheryl Kingstone, Director of Enterprise
Research for Yankee Group. We applaud EMBARQ for seeing the opportunity to
make positive changes that could enhance the customer service experience."
EMBARQ also launched a new Web site where customers can provide feedback
for company executives. By going to http://www.embarq.com/feedback, customers
can provide comments on the company's products, services or customer service

and support. EMBARQ executives will closely monitor the feedback as they work
on making improvements within the company.
About EMBARQ
Embarq Corporation (NYSE: EQ), headquartered in Overland Park, Kansas,
offers a complete suite of communications services. EMBARQ has operations in
18 states and is in the Fortune 500(R) list of America's largest corporations.
For consumers, EMBARQ offers an innovative portfolio of services that
includes reliable local and long distance home phone service, high-speed
Internet, wireless, and satellite TV from DISH Network(R) -- all on one
monthly bill.
For businesses, EMBARQ has a comprehensive range of flexible and
integrated services designed to help businesses of all sizes be more
productive and communicate with their customers. This service portfolio
includes local voice and data services, long distance, Business Class High
Speed Internet, wireless, satellite TV from DIRECTV(R), enhanced data network
services, voice and data communication equipment and managed network services.
For more information, visit embarq.com.
SOURCE Embarq Corporation
http://www.embarq.com

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