FOR IMMEDIATE RELEASE
August 1, 1996
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 County 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 hire."
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 "insiders view" when answering customers' questions.
"We realize 'knowing the market' goes way beyond gathering data from a computer screen," said Donna Persing, vice president of customer operations for PrimeCo. "It means knowing the people, lifestyles and 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 key 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 interfaces.
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