Erin Kurtz on customer service
From Frontier Communications VP addresses rocky Verizon transition · · FOX 4 Dallas-Fort Worth
“Our focus is to place our first call response in our US-based call centers. We expected high call volumes and have engaged third-party vendors to assist. Our goal is to shorten wait times and bring all calls back into our own call centers.”
On , Erin Kurtz, Executive Vice President & Chief Communications Officer at FRONTIER COMMUNIC PARENT INC, spoke about customer service during Frontier Communications VP addresses rocky Verizon transition on FOX 4 Dallas-Fort Worth.
About Erin Kurtz
In September 2016, Erin Kurtz, then Frontier Communications' South Region Vice President of Marketing, addressed customer complaints following the company's transition from Verizon FiOS in Texas. Kurtz acknowledged the transition "has not gone as well as we had hoped" and apologized for customer frustrations, stating the company would proactively apply bill credits for service outages without requiring customers to take action. She described an action plan that included 11 technicians from Indiana, 65 additional contractors, and a focus on bringing call center operations back to US-based facilities. Kurtz stated that the company was "committed to earning their confidence and trust" and would address contract cancellation fees and other concerns on a case-by-case basis for customers wishing to cancel service. She attributed some challenges to the complexity of transferring "over 440 million data elements" and to weather conditions in Texas, while emphasizing that Frontier's priority was improving the customer experience.