Embarq Puts People Back on Care Lines

Responding to Yankee Group research that shows customers are frustrated with automated customer care, Embarq announced a trial today that puts people back on the phones.

Embarq customers who call into the service center during business hours will be greeted by a live person instead of the usual automated system most companies use. The nationwide trial was put into place today.

Bob Crawford, director of customer satisfaction for Embarq, said the company is committed to providing the best possible service for its customers and that surveys show consumers are dissatisfied with automated customer care. “So we are conducting this trial to see if our customers agree," he said.

The trial begins in the company's North Carolina office.

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. The firm’s 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 today where customers can provide feedback for company executives. 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.

Embarq also is using YouTube to help customers get answers to their questions. As an alternative to calling a customer service representative, Embarq customers may now be able to "see" their answer on the company's YouTube channel. From this site, customers can watch videos with step-by-step instructions on a variety of topics, such as how to install High-Speed Internet, set up an Embarq account or use e-mail.