Qwest introduces new service initiatives

Qwest Communications today announced a series of initiatives to improve service in its 14-state region.

The initiatives fall under the company’s new “Spirit of Service” tagline and marketing campaign. One of the most significant changes will be in the company’s call center operations, where training time for new customer care representatives will be increased five weeks to 17 weeks. In addition, call centers will have expanded hours and Qwest will work to limit the number of times a customer call is transferred.

In addition, Qwest plans to add 60 new screening consultants, whose task it is to work with customers to solve service complaints, at Qwest’s Repair Call Handling Center in Des Moines, Iowa.

Another initiative will affect the company’s telemarketing efforts. According to Annette Jacobs, president of Qwest’s consumer market group, the company will cut back its telemarketing calls by about 30%, with much of that cut occurring between 6 p.m. and 8 p.m.

--Toby Weber, staff writer