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.

Related articles
Comcast's cyber commando customer service team - FierceTelecom
Customer service: It's about me, me, me! - FierceTelecom
Connecticut: AT&T neglecting wired customers - FierceTelecom

Suggested Articles

icrosoft took the wraps off of a new cloud service for Azure via its partnership with Genesys.

Ahead of next month's fourth quarter earnings, Windstream touted its 2019 broadband achievements this week.

Cincinnati Bell announced on Friday that it has received an unsolicited buyout bid from an "infrastructure fund" for $12 a share in cash.