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How AT&T is Raising the Customer Service Bar in Atlanta

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When it comes to wireless providers, companies rarely get recognized for stellar customer service. In fact, this industry often becomes the subject of complaints by those seeking assistance with their wireless service. However, AT&T is trying to change that image, and appears to be successfully doing so with their Atlanta customers.

Introducing Project Velocity IP
Throughout the first half of 2013, AT&T has invested $675 million into its wireless and wired networks in Georgia. The company put more than $2.5 billion into its Georgia market between 2010 and 2012, in addition to these latest enhancements. The network projects that have been completed were part of the company’s three-year investment plan known as Project Velocity IP, which was created to enhance IP broadband networks.

Another component of Project Velocity IP was to deploy wireline IP broadband to Atlanta-area customers, which includes AT&T’s U-verse bundle. This package includes high-speed Internet, TV and voice services. The new options increased AT&T’s customer locations in Atlanta by more than 12,000 during the first six months of this year. The project has also landed the company more than 11,000 business locations in the Atlanta area.

Investment Pays Off
It appears that AT&T’s efforts and grand investment into their products is paying off. The company’s 4G LTE network has been rated faster than any of their competitors by both PCWorld/TechHive and PC Magazine. PCWorld/TechHive also rated the company’s 3G and 4G services the fastest in the 20 cities where it tested out networks.

PC Magazine recently published the results from its 30-market study on the fastest mobile networks. At&T was named the fastest 4G LTE network in Atlanta by that publication as well. In fact, the company came out in top for all six U.S. regions included in the publication’s study.

In addition to speed, the company has also ranked well in terms of reliability. According to data from third-party sources, AT&T’s 4G LTE network has been named the most reliable, with the highest success rates for mobile content delivery.

“Fast, reliable connectivity is essential to both quality of life and competitiveness at work,” Sylvia Russell, president of AT&T Georgia, stated in a report at Virtual-Strategy Magazine. “No one understands that better than we do, and no one is doing more than AT&T to mobilize a world that works for people in Atlanta. With initiatives like Project Velocity IP, we’re working to ensure that Atlanta consumers and businesses remain at the leading edge of broadband services.”

Customer Service in Broadband
Most broadband users don’t think about their connectivity – until it doesn’t work as it should. Slow, unreliable service is one of the reasons providers in this industry have traditionally received poor marks in the customer service arena. AT&T is recognizing the need for stellar performance as a part of their overall customer service package.

The second part of the equation is to provide excellent personal service when things don’t go quite right. By improving performance from the front end, the company is relieving some of the pressure on their customer support department so those employees can give the customers that do call for help the time and attention they need.

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