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FOR IMMEDIATE RELEASE
August 1, 1996
PRIMECO TO OPEN CUSTOMER CARE CENTER
Multiple Customer Care Center Approach
Ensures Local Focus on Customer Needs
Dallas -- PrimeCo Personal Communications today
announced it will open
a Customer Care Center at the Solana Office Complex in Westlake,
offering up to 100 new jobs to the area by the end of the year. The
center will be one of four to be opened nationally, underscoring the
company's localized, customer-focused approach to national business.
Earlier this month, PrimeCo announced the opening of a Customer Care
Center in Tampa.
"It was an easy decision to decentralize customer care when we
imagined what a customer on their way to the ballpark might think if a
representative in another state asked 'which ballpark?'," said Dan
Sutherland, president of PrimeCo's Southwest Region. "Tarrant
was a perfect choice for this center because of its proximity to the
areas we serve and the tremendous pool of talent from which we can
The Westlake center will house PrimeCo's inside sales team and customer
care consultants. Customer care consultants will serve PrimeCo
customers 24-hours per day, throughout North Texas and Louisiana, and
will be responsible for ordering, billing and trouble reporting, in
addition to handling the variety of questions the new technology
stimulates. Inside Sales consultants offer PrimeCo customers the easy
alternative of complete on-the-phone shopping. The first of PrimeCo's
Customer Care Consultants and Inside Sales teams were trained during
March in the Westlake center, and those employees now are helping to
train new recruits.
Personal service is a cornerstone of PrimeCo's business philosophy,
and a primary reason for using a four-center approach to sales and
customer care. In fact, the company will assign and train its
consultants to handle specific markets, so they will have an
view" when answering customers' questions.
"We realize 'knowing the market' goes way beyond gathering data from
computer screen," said Donna Persing, vice president of customer
operations for PrimeCo. "It means knowing the people, lifestyles
landmarks of the area -- that connection plays a critical role in
PrimeCo's high-quality customer interfaces."
"We've built a value-based customer care design that combines the
components of customer focus with business efficiency," Persing said.
PrimeCo is prepared to offer service to customers in the Dallas/Fort
Worth area as well as 10 other markets by the end of this year. The
Company currently is in the testing phase of business development,
fine tuning business processes, network coverage and customer
PrimeCo Personal Communications owns PCS licenses covering 56 million
potential customers in 11 major markets in 19 states throughout the
Southwestern, Midwestern and Southeastern United States, including
Chicago, North Texas, Hawaii, Houston, Milwaukee, New Orleans,
Richmond, South Central Texas and all of Florida. The company was
formed by an alliance of AirTouch Communications, Bell Atlantic, NYNEX
and US WEST Media Group.
The combined cellular and PCS properties of PrimeCo and its owners
include 39 of the top 50 U.S. markets, covering nearly 170 million
people in 46 states and the District of Columbia. The wireless
partnership plans to deliver to customers products and services that
are simple, easy to use and buy and provide seamless nationwide
service. PrimeCo Personal Communications plans to offer its
all-digital wireless services to customers by the end of this year.
- Paula Angel-Jones, 817-258-1528