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EAST SYRACUSE, NY -- NYNEX unveiled today its first Account Collection Center (ACC) in the state, a facility designed to improve service to the companys more than 2 million residential and small business customers in upstate New York. The center is located at 6360 Thompson Road.
The opening of this center reflects NYNEXs commitment to service and the needs of our customers, said Elizabeth Houlihan, vice president for residence sales. How we treat customers and how quickly and how well we take care of their calls and requests is the cornerstone of our success in keeping them loyal to NYNEX.
The center also provides a new type of work environment, one that is upbeat and fun to work in. Its a place where employees are enthusiastic about their jobs, proud of their accomplishments and continuously provided with new tools and training to meet customer needs, she added.
As part of its re-engineering effort, NYNEX is converting operations and centralizing its upstate account management for residential and small business customers in a single location. The Thompson Road ACC is expected to employ about 350 people when fully operational within the next few months. It will handle all residential and small business customer accounts throughout the state, with the exception of New York City. A separate center will handle the New York City accounts.
The account representatives at the Syracuse center handle more than 200,000 calls each month regarding the accounts of customers who are late in making a NYNEX payment and wish to make payment arrangements or have questions about collection policies.
NYNEX is continuing its commitment to the Syracuse area, said Susan H. Kennedy, NYNEXs vice president and general manager for Central New York. This is our hometown. NYNEX and its employees are an integral part of the communities of Central New York and we plan to continue to invest in projects that boost the economic vitality of the region.
The state-of-the-art center is located in the recently renovated NYNEX building at 6360 Thompson Road, near Carrier Circle. Refurbishing of the building began in late March and was completed in July, at a cost of about $4.5 million. Other costs included those for installation of new computer systems to speed service delivery and furnishings for the ACC employees.
In addition to work areas, the center features training and educational facilities to keep NYNEX representatives on the cutting edge of customer service innovations and technology.
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.
