DENVER and DES MOINES, October 7, 2002 ? Qwest Communications International Inc. (NYSE:Q) today announced several company-wide initiatives designed to dramatically improve the direct services it provides to residential and wireless customers through its Spirit of Service initiatives. As part of this announcement, 60 new jobs will be added in Des Moines. The new customer service campaign will improve the customer experience and offer new technology that provides more options for consumers.
?We?re committed to the new spirit of service at Qwest and that means putting our customers first,? said Richard C. Notebaert, Qwest chairman and CEO. ?It is important that we re-establish a foundation of trust and credibility and show that Qwest is committed to listening to its customers and addressing issues that will improve the customer experience.?
Qwest operates a Repair Call Handling Center (RCHC) in downtown Des Moines at 925 High Street. The RCHC is a customer?s first point of contact with Qwest for service and repair issues. Screening consultants take incoming calls and work with customers to solve their service issues. Under the current expansion plan, 60 additional screening consultants and two managers will join the center?s existing workforce of 139 employees. Employees at this regional center handle repair calls from Qwest?s customers, answer service questions and help troubleshoot repair issues.
?Qwest continually monitors both internal and external performance data at our call centers nationwide and our Des Moines employees consistently rank at the top of the list. They are role models for the Spirit of Service and we?re proud to bring additional jobs to Des Moines,? said Max Phillips, state vice president for Iowa.
?I?m delighted that Qwest has selected Des Moines to increase their workforce,? said Iowa Governor Tom Vilsack. ?I applaud them for bringing more high paying jobs to Iowa and ensuring economic security for more Iowa families.?
During the last two years, Qwest focused on improving network capabilities and services such as installation and repair, and it continues to achieve strong results. Now, the company wants to improve residential and wireless customer service as well by instituting new programs in several key areas to enhance consumer satisfaction. The initiatives announced today will be implemented throughout the year and into 2003.
?We will demonstrate our new commitment through clear actions and direct solutions, which in turn will improve the experience of all our residential and wireless customers,? said Annette Jacobs, president of Qwest consumer markets group. ?Nearly 100,000 former Qwest consumers have returned to Qwest in the last year for its value, service and reliability, and our goal is to ensure all of our customers have the same experience.?
A number of initiatives will ensure that consumer customers receive excellent service when contacting Qwest. Reducing call transfers will allow consumers to resolve their issues quickly and easily. In addition, call center hours will be extended to allow customer care representatives to be more accessible to consumer customers. As a direct result of listening to its customers, Qwest will also reduce telemarketing calls to respect customers? time.
To directly impact the customer experience, Qwest will open a customer solution center, in Des Moines, Iowa. The center will quickly and easily resolve questions in one phone call from consumers with more complex services. Qwest is also launching an enhanced customer service training program for its employees.
Technology also will play a role in improving service to Qwest residential and wireless customers. A new voice response system on the main customer service phone line will route customer calls to the appropriate department more quickly and efficiently. Qwest also has cut its DSL installation interval in half ? from 10 business days down to the present five-business-day installation interval ? allowing consumers to begin enjoying their high-speed, always-on connection even sooner. In addition, customers will see a host of new automated e-care solutions. A Web site will allow consumers to check their wireless minutes used, review monthly bills, buy products and receive notification of order status, all on line.
Qwest residential and wireless customers will also see the new service plan in action when they receive welcome and follow-up calls to answer any questions about new or existing services they have ordered. To ensure that the focus is on the customer experience, Qwest customer care and sales representative?s compensation will now be based on the outstanding service that they provide to customers.
Media can join a conference call with Annette Jacobs, Monday, October 7, 2002 at 10 a.m. MDT.
- Monday, October 7, 2002
- 10 a.m. MDT*
- CALL-IN INFO: (877) 848-8593
- *11 a.m. Central Time
- *12 p.m. Eastern Time
- *9 a.m. Pacific Time
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Qwest Communications International Inc. (NYSE: Q) is a leading provider of voice, video and data services to more than 25 million customers. The company?s 55,000 employees are committed to the ?spirit of service? and providing world-class services that exceed customers? expectations for quality, value and reliability. For more information, please visit the Qwest Web site at www.qwest.com.
This release may contain projections and other forward-looking statements that involve assumptions, risks and uncertainties. Readers are cautioned not to place undue reliance on these statements, which speak only as of the date of this release. These statements may differ materially from actual future events or results. Readers are referred to the documents filed by Qwest Communications International Inc. (together with its affiliates, ?Qwest?, ?we? or ?us?) with the Securities and Exchange Commission (the ?SEC?), specifically the most recent reports which identify important risk factors that could cause actual results to differ from those contained in the forward-looking statements, including but not limited to: the duration and extent of the current economic downturn in our 14-state local service area, including its effect on our customers and suppliers; the effects of our anticipated restatement of historical financial statements including delays in or restrictions on our ability to access the capital markets or other adverse effects to our business and financial position; our substantial indebtedness, and our inability to complete any efforts to de-lever our balance sheet through asset sales or other transactions; any adverse outcome of the SEC?s current inquiries into Qwest?s accounting policies, practices and procedures; any adverse outcome of the current investigation by the U.S. Attorney?s office in Denver into certain matters relating to us; adverse results of increased review and scrutiny by Congress, regulatory authorities, media and others (including any internal analyses) of financial reporting issues and practices or otherwise; the failure of our chief executive and chief financial officers to provide certain certifications relating to certain public filings; rapid and significant changes in technology and markets; failure to achieve the projected synergies and financial results expected to result from the acquisition of U S WEST, and difficulties in combining the operations of the combined company; our future ability to provide interLATA services within our 14-state local service area; potential fluctuations in quarterly results; volatility of Qwest?s stock price; intense competition in the markets in which we compete; changes in demand for our products and services; dependence on new product development and acceleration of the deployment of advanced new services, such as broadband data, wireless and video services, which could require substantial expenditure of financial and other resources in excess of contemplated levels; higher than anticipated employee levels, capital expenditures and operating expenses; adverse changes in the regulatory or legislative environment affecting our business; adverse developments in commercial disputes or legal proceedings; and changes in the outcome of future events from the assumed outcome included by Qwest in its significant accounting policies. The information contained in this release is a statement of Qwest?s present intention, belief or expectation and is based upon, among other things, the existing regulatory environment, industry conditions, market conditions and prices, the economy in general and Qwest?s assumptions. Qwest may change its intention, belief or expectation, at any time and without notice, based upon any changes in such factors, in Qwest?s assumptions or otherwise. The cautionary statements contained or referred to in this release should be considered in connection with any subsequent written or oral forward looking statements that Qwest or persons acting on its behalf may issue. This release may include analysts? estimates and other information prepared by third parties for which Qwest assumes no responsibility. Qwest undertakes no obligation to review or confirm analysts? expectations or estimates or to release publicly any revisions to any forward-looking statements to reflect events or circumstances after the date hereof or to reflect the occurrence of unanticipated events.
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