Printer Friendly

CENTER SERVES PROVIDERS OF AT&T MULTIQUEST 900 SERVICE

 CHICAGO, Feb. 19 /PRNewswire/ -- Move over, dial-a-joke. Information-on-demand and customer support -- such as business credit reports and computer help lines -- are the fastest-growing uses for AT&T (NYSE: T) MultiQuest(R) 900 Service. This potential to have millions of customers call to sample your new product or get customer service information is increasingly catching the attention of leading companies.
 This trend is good news for the 100 people who work at AT&T's MultiQuest Action Center in suburban Chicago. To foster greater acceptance of 900 service is exactly why AT&T established the center.
 "We've made a significant investment in the center because 900 programs are an important part of our business strategy," said Jim Magura, director of the center. "By improving the sales process, technical support and guideline compliance, we will raise the quality of 900 program offerings and increase consumer acceptance.
 Additionally, Magura said, the center was developed to improve support to AT&T MultiQuest 900 Service program providers, and to earn greater public acceptance for the service by vigorously enforcing AT&T's guidelines.
 The MultiQuest Action Center is a one-stop service center, staffed and equipped to manage the service from start to finish. Through the center, businesses can set up 900 numbers to introduce new products, deliver information or get the public's opinions. "We've brought together work on behalf of MultiQuest 900 Service that was being done piecemeal all over the country," Magura said. "Our charter from AT&T was to improve how we work with customers, and how we manage the image of the service."
 A telemarketing sales force at the center answers inquiries from potential program providers, counsels them on their program ideas and takes routine orders.
 Another group of people reviews 900 service programs that use AT&T to bill callers for the service. They check every aspect of a provider's program for compliance with AT&T's contract terms and guidelines including the advertising, the script used on the telephone call, the price charged for the service, and the actual services or goods delivered. They evaluate if the service offered matches advertising promises.
 "We have a stake in maintaining the integrity of services we bill for, so we check them very carefully," Magura said.
 AT&T has more than 20 pages of guidelines -- developed since 1987 -- that outline its requirements for program providers who use AT&T's billing services. In general, AT&T will not bill for any program that is vulgar, violent or inflammatory. AT&T does not bill for group access bridge (GAB) lines.
 In concert with Federal Communications Commission rules, if the program charges by the minute or if the flat price is more than $2, program providers are required to start their programs with a free message that states, among other information, the per-minute cost of the call or the total price to get the advertised service.
 The group that releases customer programs for service also manages complaints about programs.
 "We regularly monitor the programs to be sure that customers are doing what they agreed to do. If we find one that differs from what was submitted to us, we stop billing for it. That may seem harsh, but we're committed to our guidelines. The program providers who have long-term business plans don't have a problem with our guidelines and our enforcement," Magura said.
 After the program is agreed on, technical consultants at the center who only serve 900 service providers make sure the program provider's service is designed properly, installed, working and the caller is charged the correct price. They also provide technical support to program providers.
 These specialized resources also allow AT&T to innovate. Recently, the MultiQuest family of services added Vari-A-Bill(SM) Service which allows a provider to change the price charged anytime during a call with the caller's consent. It is used for such services as software support or professional advice. AT&T also reserves all numbers beginning with 900-555 for business-to-business programs and is spreading the word to business managers so they can give employees access to these useful programs.
 The action center staff is responsible for paying out the money collected from callers to program sponsors. Customers with a good history with AT&T get their checks after only 30 days. "Our 30-day payout is probably the fastest in the industry," Magura said.
 "Once a company decides to try a 900 number, we're committed to making it a good experience," Magura said. "If it is, we believe that company will continue to use our service. We believe that we have the future of the service in our hands."
 -0- 2/19/93
 /CONTACT: Daisy Ottmann of AT&T, 908-221-6227, or (home) 908-221-0275/
 (T)


CO: AT&T ST: Illinois IN: TLS SU: PDT

JG-SK -- DE017 -- 8485 02/19/93 15:20 EST
COPYRIGHT 1993 PR Newswire Association LLC
No portion of this article can be reproduced without the express written permission from the copyright holder.
Copyright 1993 Gale, Cengage Learning. All rights reserved.

Article Details
Printer friendly Cite/link Email Feedback
Publication:PR Newswire
Date:Feb 19, 1993
Words:798
Previous Article:LEAD-FREE COMPONENTS PUT PLUMBERS IN THE PINK
Next Article:WILLIAMS CONTROLS HOLDS ANNUAL MEETING
Topics:


Related Articles
CONSUMER MEDICAL INFORMATION TELEPHONE SERVICE EXPANDS NATIONWIDE FOLLOWING SUCCESSFUL METRO DETROIT 12-WEEK PILOT RUN
STRASBURG TELEPHONE COMPANY JOINS TELEPHONE AND DATA SYSTEMS
INFO LINE HELPS BUSINESSES COMPLY WITH AMERICAN DISABILITIES ACT
AT&T CREATES ALL-BUSINESS 900 SERVICE EXCHANGE
LET YOUR FINGERS DO THE FLYING -- CALL 900-93-EARTH FOR EARTHWINDS HILTON UPDATES
THE WEATHER CHANNEL(R) FORECASTS NOW AVAILABLE FROM TOUCH-TONE PHONES THOUGH 0-900-WEATHER AND AT&T CALLING CARDS
AT&T OFFERS NEW PHONE SERVICE FOR HEARING IMPAIRED
TEX-AN 2000 to Feature Leading-Edge Technology From AT&T.

Terms of use | Copyright © 2016 Farlex, Inc. | Feedback | For webmasters