[November 24, 2008] EMBARQ Puts Live Representatives Back on the Phones Tweet 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 [ Back To TMCnet.com's Homepage ]