Humans answer calls again at Embarq

Reviving a practice abandoned years ago, North Carolina's second-largest phone company has reinstated live customer service representatives to answer customer calls.

The 15 reps are based in Rocky Mount. The humans replaced an automated recording that had greeted customers who dialed 1-800-EMBARQ2, the customer service number used in all 18 states where Embarq operates.

Embarq restored the reps this month in response to complaints from customers frustrated by navigating automated prompts and computer recordings. Typical customer calls include questions about bills, activating voice mail or using other services.

"We've been looking at lots of research and listening to what customers are telling us," said Bob Crawford, Embarq's director of customer satisfaction. "We really need to make it easier for customers to work with us."

Embarq began using live reps Nov. 3 and will continue for three months. If the change proves successful with customers, the company would likely continue using people to answer customer calls, Crawford said. The company has another 10 reps trained and available if the number of customer calls increases.

But Embarq is not eliminating automated customer service entirely. The company is keeping three numbers that direct callers though an automated menu of options. One of those phone numbers is the main customer service number that appears on customer bills.

The 1-800-EMBARQ2 number appears on the side of company vehicles and in advertising.

Embarq, with 1.2 million landline accounts in North Carolina, serves Clayton, Fuquay-Varina, Fayetteville, Wake Forest, Hillsborough, Pittsboro, Tarboro, Hickory and Rocky Mount, among other communities. AT&T is the state's largest phone company.

Embarq, based in Kansas, is being bought by Louisiana-based CenturyTel, in a deal expected to close next year.