NEW YORK, April 29, 2016 /PRNewswire/ -- Verizon announced
today it is deploying thousands of additional employees and
contractors to serve its customers during the strike. Employees on
special assignment and contractors are currently enrolled or have
recently graduated from the company's technical training classes in
Virginia. They will handle all
duties of the company's striking workforce, filling roles in the
field and in the company's customer service centers.
"While we'd rather have our seasoned veterans in these
positions, each day, more and more customers are giving us high
marks in that their inquiries and issues are being successfully
resolved in our call centers and in the field," said Bob Mudge, president of Verizon's wireline
network operations. "We are taking additional steps to ensure our
services are available as our customers deserve and expect. Our
employees are proudly working hard in our customers' homes and
businesses and are getting the job done."
Today's announcement comes one day after the company presented
union leaders with its last, best and final contract offer which
includes a 7.5 percent wage increase over the term of the contract,
as well as continued access to high quality healthcare at an
affordable cost, excellent retirement benefits and, contingent on
proposals for flexibility in managing and deploying the workforce,
continued job security (no layoff) protection for eligible
employees.
"It's unfortunate that union leaders have denounced our
proposal," said Marc Reed, Verizon's
chief administrative officer. "We've given the union a great offer.
Their reaction to our offer does nothing to benefit our employees
who are not where they should be – back at work and serving our
customers."
Since the strike began 17 days ago, Verizon has deployed
thousands of Verizon employees and contractors from around the
nation. These employees are working in the company's customer
service centers, in network facilities and in the field. Since that
time, this dedicated workforce -- with the help of over 1,000
employees who no longer wanted to strike and have returned to work
– has successfully resolved tens of thousands of repair dispatches,
tens of thousands of inquiries in our customer service centers and
have fulfilled thousands of new Fios orders.
New remote and automated technologies are also helping resolve
issues in ways unseen in the past. Many Fios products and services
can be ordered online and self-installed, often eliminating the
need for a technician to be dispatched to a customers' home. In
addition, enhanced network technologies can remotely resolve many
issues that once required dispatch. From adding services, to paying
bills, to connecting to the internet, the company's website has
many options available to remotely answer questions and resolve
issues. Fios broadband and TV users can also access many functions
by using a remote control with information right on the home
television or monitor.
"New technologies are continually helping improve the customer
experience and they're especially useful during challenges such as
a strike," said Tami Erwin,
president of Verizon's consumer and mass business unit. "Over the
past few years, we've launched many new tools and functions on our
website that are all focused on offering the best and most
efficient service to our customers."
Erwin added, "We know the strike causes many challenges for all
of our employees, but we have to remember that our customers rely
on us 24 hours a day, seven days a week."
Verizon Communications Inc. (NYSE, Nasdaq: VZ), headquartered in
New York City, generated nearly
$132 billion in 2015 revenues.
Verizon operates America's most reliable wireless network, with
112.6 million retail connections nationwide. The company also
provides communications and entertainment services over America's
most advanced fiber-optic network, and delivers integrated business
solutions to customers worldwide.
Verizon's Online News Center: News releases, feature stories,
executive biographies and media contacts are available at Verizon's
online News Center at www.verizon.com/news/. News releases are also
available through an RSS feed. To subscribe, visit
www.verizon.com/about/rss-feeds/.
Media contact:
Rich
Young
908-559-3477
richard.j.young@verizon.com
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SOURCE Verizon