Consolidated Operator Services Achieves Master Call Center Certification

The Consolidated Operator Services centers (Booth 428) in Mattoon and Taylorville, Ill., recently were recognized by consulting firm The Paisley Group Ltd. as Master Call Centers for providing exceptional customer service to directory assistance customers, the company reports. Data from The Paisley Group Ltd show Consolidated ranks higher than major local and long-distance carriers in the areas of fulfillment and customer care for directory assistance.

The Paisley Group is an independent consulting firm recognized as a leader in coaching and auditing centers that provide directory assistance. To be certified, a center must achieve and consistently retain scores of at least 90 percent in customer service during The Paisley Group monthly audits.

This Master Call Center award certifies that Consolidated?s agents in both locations provide a superior level of service while following efficient search and call-handling strategies, with most recent scores of 97.5 percent in customer fulfillment and 94.5 percent in customer care.

In related news, Consolidated Communications announced the acquisition of TXU Communications, a wholly owned subsidiary of Dallas-based TXU, a major energy services company, for $527 million.

TXU Communications provides a broad range of telecommunication services, including regulated telephone service, to approximately 168,000 business and residential customers in the communities of Lufkin, Conroe and Fort Bend in southeast Texas and employs approximately 650 people. Employees will be based in Texas and Illinois.

The sale is scheduled to be completed by midyear.