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Embarq puts live people (gasp!) back answering customer calls
First, the U.S. average price of gas goes below $2.00 a gallon. Now, the fourth-largest phone company is running a trial to put live human beings in the loop to answer customer calls. What will they think of next?
Embarq announced the move to try out live customer service reps on Monday, with 15 representatives based in North Carolina picking up the phone for customers who call Embarq customer service at 1-800-EMBARQ.
Embarq launched the program Nov. 3 in response to complaints from customers who are sick of IVR phone hell. The trial will continue for three months, and if it proves successful with customers, the company will likely continue using real people to answer customer calls. Embarq has another 10 reps trained and available if the number of customer calls increases.
IVR is not gone, however. The company is keeping three numbers that put callers through an automated menu of options, including the main customer service number that appears on customer bills.
For more:
- Charlotte News-Observer tells the remarkable story.
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Comments
Posted by satisfied customer | December 5, 2008 - 6:16am
I had a serious complaint about yellow page issue. I could not get anyone in the right department to answer my question so put it off for a week or two. Today I called and got a live rep on the first ring instead of a recording. I was shocked. She let me tell her my complaint and then took time to call herself to find the right person for my problem. She was put on hold but kept me informed and when she released me, I got my problem fixed the first time. I am really impressed and hope Embarq knows how valuable it is to have caring humans to answer the phone. I would rather speak to a live human than a dead recording. The rep said it was a trial for live ivr but I hope this is more than a trial. I wish I could remember her name. She is to be congratulated.
Posted by Anonymous | November 30, 2008 - 12:10am
I tried the ivr and it is great. I have spoken with 2 different reps who answer and they surely do have that southern voice but are so nice and fast. Hope embarq gets comments about this and at least keeps this going for the customers
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