Qwest Communications Launches New Residential Customer Service Program; Albuquerque Care Center Helps Deliver Improved Customer Service

Apr 05, 2001, 01:00 ET from Qwest Communications International Inc.

    ALBUQUERQUE, N.M., April 5 /PRNewswire/ -- Qwest Communications
 International Inc. (NYSE:   Q), the broadband Internet communications company,
 announced today its "One Call Solution" customer care restructuring for its
 residential customers.  This initiative represents a major transformation of
 Qwest's customer care operations, including channeling customer calls to
 service or sales consultants, depending on their needs.
     The reorganization is already starting to have a positive impact on
 customers as seen by a reduction in customer complaints.  In February,
 complaints by residential customers were down by 6 percent over a year ago and
 the improvements are expected to continue:  In the small-business market where
 these changes have been in effect for almost a year, complaints to Qwest and
 regulatory agencies in February were down 28 percent over January and were
 33 percent lower than the same time last year.
     In addition to changes in call handling, specialization and compensation,
 Qwest's One Call Solution strategy places special emphasis on training.
 Customer care consultants have participated in up to 25 days of training since
 last August.  The focus of the training is to ensure that customer issues are
 resolved as quickly as possible and to teach the best possible customer care
 behaviors, including knowledge of Qwest products, services, policies,
 processes and tools.  In every instance, consultants strive to resolve the
 issue in a single phone call.   Qwest's customer care centers will handle more
 than 12 million calls this year.
     "We've literally changed every aspect of how we handle customer contacts,
 from training to compensation, to work assignments, to our service centers in
 Albuquerque and throughout the region," said Mark Pitchford, senior vice
 president for customer care.  "You name it -- we've changed it to reflect
 what's most important to our customers.  The bottom line is that if a customer
 has to make more than one call to Qwest then we're not doing our job."
     More than 600 sales representatives have shifted to new customer care
 centers in an effort to serve customers faster, more efficiently and with
 enhanced service expertise.  With the exception of sales calls, all
 residential customer needs are now handled by seven Customer Care Centers
 employing more than 850 service specialists throughout the region.  Qwest's
 has one of these centers in Albuquerque, employing 141 customer care
 consultants who are specially trained to handle service issues and customer
 questions.  Sales calls are automatically routed to seven Consumer Sales
 Centers where trained product experts advise Qwest's customers on solutions to
 meet their communications needs.  This consumer restructure mirrors similar
 changes that occurred in the small business market last April.
     "We now have a team of specially trained employees in Albuquerque and
 elsewhere who deal exclusively with customer care issues," said Pitchford.
 "Our customer care consultants are rewarded based on whether they meet or
 exceed our customers' expectations.  We think of this as a three-legged stool
 -- a robust communications network, state-of-the-art products and services and
 customer care.  Our network and our products lead the industry.  We're now
 making customer care just as strong.  We've got to get that right."
     High call volumes and changing customer needs were just some of the
 challenges facing Pitchford's team during this restructure.  "We didn't have
 the luxury of closing down our operations while we retooled," Pitchford said.
 "We had to keep our focus on the customer throughout, and the results have
 been very positive."
 
     About Qwest
     Qwest Communications International Inc. (NYSE:   Q) is a leader in reliable,
 scalable and secure broadband Internet-based data, voice and image
 communications for businesses and consumers.  The Qwest Macro Capacity(R)
 Fiber Network, designed with the newest optical networking equipment for speed
 and efficiency, spans more than 106,000 miles globally.  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 risks and uncertainties.  These statements may differ materially
 from actual future events or results.  Readers are referred to the documents
 filed by Qwest with the Securities and Exchange Commission, 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 potential fluctuations in quarterly results, volatility
 of Qwest's stock price, intense competition in the communications services
 market, changes in demand for Qwest's 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, rapid and significant changes in
 technology and markets, adverse changes in the regulatory or legislative
 environment affecting Qwest's business and delays in Qwest's ability to
 provide interLATA services within its 14-state local service territory,
 failure to maintain rights of way, and failure to achieve the projected
 synergies and financial results expected to result from the acquisition of U S
 WEST timely or at all and difficulties in combining the operations of Qwest
 and U S WEST.  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.
 
     The Qwest logo is a registered trademark of, and CyberCenter is a service
 mark of, Qwest Communications International Inc. in the U.S. and certain other
 countries.
 
 

SOURCE Qwest Communications International Inc.
    ALBUQUERQUE, N.M., April 5 /PRNewswire/ -- Qwest Communications
 International Inc. (NYSE:   Q), the broadband Internet communications company,
 announced today its "One Call Solution" customer care restructuring for its
 residential customers.  This initiative represents a major transformation of
 Qwest's customer care operations, including channeling customer calls to
 service or sales consultants, depending on their needs.
     The reorganization is already starting to have a positive impact on
 customers as seen by a reduction in customer complaints.  In February,
 complaints by residential customers were down by 6 percent over a year ago and
 the improvements are expected to continue:  In the small-business market where
 these changes have been in effect for almost a year, complaints to Qwest and
 regulatory agencies in February were down 28 percent over January and were
 33 percent lower than the same time last year.
     In addition to changes in call handling, specialization and compensation,
 Qwest's One Call Solution strategy places special emphasis on training.
 Customer care consultants have participated in up to 25 days of training since
 last August.  The focus of the training is to ensure that customer issues are
 resolved as quickly as possible and to teach the best possible customer care
 behaviors, including knowledge of Qwest products, services, policies,
 processes and tools.  In every instance, consultants strive to resolve the
 issue in a single phone call.   Qwest's customer care centers will handle more
 than 12 million calls this year.
     "We've literally changed every aspect of how we handle customer contacts,
 from training to compensation, to work assignments, to our service centers in
 Albuquerque and throughout the region," said Mark Pitchford, senior vice
 president for customer care.  "You name it -- we've changed it to reflect
 what's most important to our customers.  The bottom line is that if a customer
 has to make more than one call to Qwest then we're not doing our job."
     More than 600 sales representatives have shifted to new customer care
 centers in an effort to serve customers faster, more efficiently and with
 enhanced service expertise.  With the exception of sales calls, all
 residential customer needs are now handled by seven Customer Care Centers
 employing more than 850 service specialists throughout the region.  Qwest's
 has one of these centers in Albuquerque, employing 141 customer care
 consultants who are specially trained to handle service issues and customer
 questions.  Sales calls are automatically routed to seven Consumer Sales
 Centers where trained product experts advise Qwest's customers on solutions to
 meet their communications needs.  This consumer restructure mirrors similar
 changes that occurred in the small business market last April.
     "We now have a team of specially trained employees in Albuquerque and
 elsewhere who deal exclusively with customer care issues," said Pitchford.
 "Our customer care consultants are rewarded based on whether they meet or
 exceed our customers' expectations.  We think of this as a three-legged stool
 -- a robust communications network, state-of-the-art products and services and
 customer care.  Our network and our products lead the industry.  We're now
 making customer care just as strong.  We've got to get that right."
     High call volumes and changing customer needs were just some of the
 challenges facing Pitchford's team during this restructure.  "We didn't have
 the luxury of closing down our operations while we retooled," Pitchford said.
 "We had to keep our focus on the customer throughout, and the results have
 been very positive."
 
     About Qwest
     Qwest Communications International Inc. (NYSE:   Q) is a leader in reliable,
 scalable and secure broadband Internet-based data, voice and image
 communications for businesses and consumers.  The Qwest Macro Capacity(R)
 Fiber Network, designed with the newest optical networking equipment for speed
 and efficiency, spans more than 106,000 miles globally.  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 risks and uncertainties.  These statements may differ materially
 from actual future events or results.  Readers are referred to the documents
 filed by Qwest with the Securities and Exchange Commission, 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 potential fluctuations in quarterly results, volatility
 of Qwest's stock price, intense competition in the communications services
 market, changes in demand for Qwest's 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, rapid and significant changes in
 technology and markets, adverse changes in the regulatory or legislative
 environment affecting Qwest's business and delays in Qwest's ability to
 provide interLATA services within its 14-state local service territory,
 failure to maintain rights of way, and failure to achieve the projected
 synergies and financial results expected to result from the acquisition of U S
 WEST timely or at all and difficulties in combining the operations of Qwest
 and U S WEST.  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.
 
     The Qwest logo is a registered trademark of, and CyberCenter is a service
 mark of, Qwest Communications International Inc. in the U.S. and certain other
 countries.
 
 SOURCE  Qwest Communications International Inc.