October 5, 1995
NYNEX CONTACT: Media Relations,
NYNEX Becomes First Regional Communications Company
To Offer Customers Monthly Bill In Spanish
NEW YORK, NY -- NYNEX has become the first regional communications
company in the United States to offer its residential customers
the opportunity to receive their monthly bills in Spanish.
During September, the company completed the rollout of its Spanish
bill to some 140,000 customers in New York State who previously
had indicated their preference to receive customer information
in their native language.
The offer followed several months of research with some 30,000
customers in the New York City area earlier this year.
"NYNEX has a keen understanding of the unique and challenging
communications requirements of all New Yorkers," said Carlos
Santiago, NYNEX managing director for Ethnic and Premium Markets.
"Introduction of a Spanish bill is clear indication that
NYNEX -- New York's communications company -- takes the innovative
and relevant measures necessary to make its' customers lives easier
and more rewarding."
Santiago pointed out that customer satisfaction was the driving
force behind the innovative project. "Our Spanish-speaking
customers told us this is an important issue for them, and we
responded. It's an example of NYNEX helping its fellow New Yorkers,"
NYNEX also has been working with several long distance carriers
to provide their information in Spanish.
In the development of the bill, NYNEX needed to accurately translate
some 4,000 phrases for charges. An added concern was that Spanish
translations often use approximately 25 percent more characters
than English, important given the limited printing space on a
bill. In addition to the bill now printed in Spanish, both mailing
and return envelopes also are printed in Spanish.
To receive their NYNEX bill in Spanish, customers should call
their local business office.
The new bill is just one of a host of services NYNEX provides
to its Spanish-speaking customers. (See related information
at end of this release.)
For NYNEX, the Spanish bill is another first in bill printing
advances. NYNEX was the first regional communications company
to print bills using both sides of the bill paper. NYNEX also
was the first to offer the bill in Braille and enlarged print
for visually impaired customers.
NYNEX ACTIVITIES FOR SPANISH-SPEAKING CUSTOMERS
Multi-Lingual Center -- This 25-year-old service center,
formerly known as La Telefonica, has 230 representatives from
every Latin-American country and Spain, providing Spanish-speaking
customers with quality sales and customer service (orders and
billing) in their preferred language.
Direct Marketing Center -- NYNEX has staffed a bi-lingual
center with 30 reps within the sales organization dedicated to
order processing from inbound and outbound telemarketing.
1-800-555-HOLA -- Currently serving customers in the Bronx
only, this service provides Spanish-language directory assistance.
Future expansion plans are under development.
La Conexion -- This two-year-old sales office, currently
staffed by 12 representatives, provides Spanish-language sales
and customer service support to New York metro area small business
customers. La Conexion is in a trial phase focusing on customers
based in the Bronx and northern Manhattan.
Public Offices -- Several NYNEX public offices are located
within largely ethnic neighborhoods. The bi-lingual reps at these
offices facilitate NYNEX bill payment for the 40 percent of Hispanic
customers who pay their bills in person, as well as handle order
processing and billing inquiries.
Spanish Yellow Pages -- The 10-year-old Spanish Yellow
Pages, covering the entire New York metro area, are distributed
to approximately a half-million customers.
Other -- NYNEX has introduced prompts in Spanish for Call
Answering service in New England and for VoiceDialing throughout
the Northeast. Several of the company's sales agents conduct
inbound and outbound telemarketing in Spanish. Also, product
brochures, White Pages calling guides, and company information
are available in Spanish.
NYNEX is a global communications and media company that provides
a full range of services in the northeastern United States and
high-growth markets around the world, including the United Kingdom,
Thailand, Gibraltar, Greece, Indonesia, the Philippines, Poland,
Slovakia and the Czech Republic.
The Corporation is a leader in the telecommunications, wireless communications,
cable television, directory publishing
and entertainment and information services.
FAX copies of recent NYNEX news releases are available free of charge, 24
a day. Call 1-800-331-1214 and an automated system will provide