Qwest: Telemarketing Down, Satisfaction Up

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Telecommunications provider Qwest said yesterday that its customer satisfaction rates rose in 2002 thanks to a revamp of its service program that included a reduction in its telemarketing.


Since the "Spirit of Service" campaign began in 2002, customers who said they were satisfied with Qwest service in a survey increased 13 percent, the company said. In the campaign, Qwest pledged to use more branded advertising in its marketing and less outbound calling at the dinner hour.


Qwest also worked to improve customer service operations, including extended service hours, a new call center for small-business customers, an enhanced IVR system for routing inbound calls and improved Web service.


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