AT&T Wireless 2006 Annual Report Download - page 16

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Customer Service
Our dedication to our small and midsized business customers
has also won endorsements from industry analysts and trade
associations. In October, a business survey conducted by industry
analyst firm In-Stat found AT&T to be the leader among U.S.
telecommunications companies in meeting the network-related
needs of small and midsized businesses in the United States.
AT&T is Introducing Customer Service
Initiatives for Broadband Customers
During 2006, we simplified pricing and service options for
AT&T Yahoo! High Speed Internet service and for our local
and long distance voice packages. We also introduced DSL
plans without contract requirements or early termination fees.
And we now install service during evenings and weekends.
Constant Network-Monitoring
We provide 24/7 network-monitoring from the state-of-the-art AT&T Global Network Operations Center. Threats to
network performance are quickly identified and addressed, often before our customers become aware of the problem.
14 : :
2006 AT&T Annual Report : :
Customer Service
AT&T is Introducing Initiatives Designed to
Enhance Service for Business Customers
n Reduction of the time that it takes to order and provision
nodal services, from 100 days in 2002 to 25 days in 2006.
n Reductions of up to 65 percent in billing disputes and
the introduction of a pilot program designed to
significantly reduce billing errors. We plan to expand
the program in 2007.
n Continued investment in our award-winning customer
portal tools, including the December launch of AT&T
BusinessDirect Mobile — a first-of-its-kind service.
Industry analyst firm IDC rated AT&T as the Best-in-Class Web
Hosting Provider based on our customer service, network/number
of Internet Data Centers, cost of service and service portfolio1
.
IDC, U.S. Web Hosting Buying Behaviors On-line Survey, 03/06