In a March 24, 2014 order, the MPUC issued and granted a petition filed by the Minnesota Independent Coalition (MIC) to relieve local exchange carriers, other than Qwest Corporation dba Century Link ”Qwest” from IntraLATA scripting requirements previous established by the Commission. (Qwest had received relief from the requirements in 2008. MIC had requested relief at the same time but the request was rejected by the MN Commission because the FCC had not granted relief for smaller companies.)
Prior to the order, local exchange carriers other than Qwest were required to follow the script language below when service representatives discussed new service, transfers of service or PIC changes:
“You now need to choose a company to carry your local long distance calls. Many companies
provide this service. I’d be glad to read you a list of the companies available to you.”
The Commission also required the LECs to provide, upon request, a list of all available IntraLATA toll providers, in an order that is scrambled at least monthly. Additionally, the Commission prohibited carriers from rewarding any member of their customer service staff based on a customer’s selection of a particular IntraLATA toll carrier and required that no choice be made for the customer if said customer declined to make a choice.
Based on the relief granted in the order, service representatives should be able to market whatever stand-alone toll services or bundled services they wish, including their own, without mentioning other available providers. The ETC requirement to provide IntraLATA pre-subscription remains in place. Therefore, there is still a requirement to honor the selection by the customer of any available carrier that the customer may request. Download the order and petition.
All MTA members are welcome to join a Peer Group
May 14-15, 2014
Le St-Germain Suite Hotel
St. Cloud, Minnesota
The Customer Service Peer Group Conference is less than two weeks away, on May 14-15 at Le St-Germain Suite Hotel–St. Cloud, MN. This event is for any and all individuals who deal with customers in the telecommunication industry. This is a great opportunity to attend (or send your staff) for very little cost.
We will begin at 7 p.m. on Wednesday evening with an icebreaker meet-and-greet in the hotel bar & lounge. Chair massages will be available. Thursday's morning of learning will include a message from MTA President Brent Christensen; a representative from Independent Emergency Services (IES) will also speak.
Back by popular demand will be our “Peer to Peer Breakout Sessions”. We will work on some great team building skills. These are totally interactive & informative. Come ready to participate & share.
After lunch, Steve Gasser will present “Growing Bigger EARS!” – 10 steps to using social media to increase sales and customer loyalty.
There is plenty of time to meet old and new friends and share your customer service experiences in the telecommunications business. Register now to attend this learning conference. The MTA registration fee is only $99.
Call Maggie Manzke at Le St-Germains’s directly at 320-654-1661 Ext 3104 to register for a room. Due to a shortage of rooms at the Le St-Germain, the Kelly Inn has rooms for $89 and they are holding them until May 2 (TODAY). Please call 320-253-0606 and ask for the MTA Customer Service Group Rate.
You and your staff won’t want to miss this conference! Find the full agenda and registration form on the MTA calendar. You will register with MTA and then make your own hotel reservation. We look forward to seeing you on May 14 & 15.
P.S. Please consider joining the planning committee. Our committee consists of 4 people with 1 leaving each time. You would help plan 4 conferences. We communicate with each other thru email and conference calls. It is a great way to get involved. If interested, please let one of the committee members know. We would like to have someone onboard before the end of this conference.
MTA’s core purpose is to enhance the success and viability of its telecommunications industry members. You are an important part of helping us fulfill this mission. Here is your opportunity to maximize the impact of your event sponsorships for 2014.
Sponsor a Peer Group: Download the PDF or Sign Up Online!
Email Jacquie at firstname.lastname@example.org to be added – please specify which listserv(s) you would like to join:
Administrative Assistant (AA)
Customer Service (CSR)
Office Managers (OM)
Human Resource (HR)
Plant Superintendents (PM)
Telco Marketing (TMG)
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Dan Berg, M.S.
MTA Lead Safety Consultant
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