Melissa Pint on customer support
From Frontier Communications VP addresses rocky Verizon transition · · FOX 4 Dallas-Fort Worth
“Our goal is to shorten wait times and bring all calls back into our US-based call centers, supported by third-party vendors to handle high call volumes during this transition.”
On , Melissa Pint, Executive Vice President & Chief Digital Information Officer at FRONTIER COMMUNIC PARENT INC, spoke about customer support during Frontier Communications VP addresses rocky Verizon transition on FOX 4 Dallas-Fort Worth.
About Melissa Pint
In September 2016, Melissa Pint, then serving as Frontier Communications' South Region Vice President of Marketing, addressed customer complaints following the company's acquisition of Verizon FiOS accounts in Texas. Pint acknowledged that the transition "has not gone as well as we had hoped," citing the complexity of transferring over 440 million data elements and additional challenges from severe weather. She stated that the company had deployed 450 technicians, including former Verizon employees, along with 11 technicians from Indiana and 65 contractors to address outages and service issues. Pint outlined a customer service action plan that included proactive bill credits for service outages and case-by-case evaluation of contract cancellation fees for dissatisfied customers. She emphasized that Frontier was "committed to earning their confidence and trust" and was working to shorten call wait times by bringing operations back to U.S.-based call centers with third-party vendor support. Pint noted that while the company could not reverse the transition, it was "making progress every day" to improve the customer experience.