Qwest's Bilingual Call Center Celebrates 25 Years of Service to the Community

Qwest Communications International Inc. (NYSE: Q)  is spotlighting its bilingual call center, “El Centro de Qwest” in celebration of its 25th anniversary of meeting the needs of Spanish-speaking customers. In honor of this milestone, through the end of 2009, Qwest is offering 25 minutes free international calling for Plan Latino customers.

Key Facts
    <: 10pt">El Centro de Qwest was founded in 1984 by one Qwest supervisor, Margie Emmermann, and four Qwest service representatives Humberto Estrada, Ramon Garcia , Carlos Higuera, and Silveria Olivar. Their vision was to provide excellent customer service to Hispanic Qwest customers. Today, El Centro de Qwest has grown to two locations in Phoenix and Salt Lake City and more than 350 bilingual employees.
  • El Centro de Qwest serves Qwest’s 14-state residential and small-business region and meets the needs of Qwest’s bilingual customers through marketing, sales, customer service, credit, repair and technical support via phone and online.
  • Click here to view the bilingual El Centro de Qwest anniversary TV spots - Spanish | English. The television ads feature El Centro representatives and highlight Qwest’s commitment to providing exceptional Spanish-language customer service as well as its understanding of customers’ needs, language preference and culture.
  • El Centro representatives are committed to serving the needs of their local communities. Each year, they come together as a team to collect school supplies, canned food, clothing and monetary donations to support local children and families in need. In addition, El Centro representatives provide holiday gift bags to elementary school students as part of their “Adopt-a-School” holiday initiative.
  • Qwest has been nationally recognized for maintaining diversity in its workforce and attracting talented Hispanic employees. Qwest also supports cultural organizations including Hispanic Chambers of Commerce, the Hispanic Association of Colleges and Universities, Hispanic job fairs, Fiestas Patrias celebrations, Latino Heritage celebrations and local nonprofits such as the Cesar Chavez Foundation and Friendly House.
Supporting Quotes
Hector Placencia, Qwest Director of Multicultural Marketing
“Qwest recognized a long time ago how important it is to be active in the Hispanic community. This is one of the reasons El Centro de Qwest is recognized nationally for service excellence and is at the forefront of bilingual call centers in the industry.”
Humberto Estrada, Qwest Manager and Founder of El Centro de Qwest
“Our vision for El Centro de Qwest 25 years ago was the same as it is today – always strive to perfect the customer experience. El Centro employees understand the needs of Qwest customers, and we strive to provide value through a diverse set of Qwest products and services, while exceeding customer expectations with exceptional service – in language and in culture.”
Supporting Resources


About Qwest

Customers coast to coast turn to Qwest's industry-leading national fiber-optic network and world-class customer service to meet their communications and entertainment needs. For residential customers, Qwest offers  a new generation of fiber-optic Internet service, high-speed internet solutions, as well as home phoneVerizon Wireless, and DIRECTV® services.  Qwest is also the choice of 95 percent of Fortune 500 companies, offering a full suite of network, data and voice services for small businesses, large businesses, government agencies and wholesale customers. Additionally, Qwest participates in Networx, the largest communications services contract in the world, and is recognized as a leader in the network services market by a leading technology industry analyst firm.


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Contact Information

Qwest Media Contact
Margaret Fogarty
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