In the past, Directory Assistance was provided solely by the local telephone companies (LEC’s). The quality of service was excellent. The database was supplied each day and experienced local operators handled all calls. Long distance Directory Assistance calls (NPA-555-1212) were routed by the IXC’s to the appropriate LEC for processing.
IXC’s have taken the calls from the LEC’s experienced operators and are routing them to outsource providers. Initially, the databases of these providers were of poor quality, often using compiled data, such as scanned telephone directories, automobile registrations, etc. The operators at these centers were often remotely located, not allowing a good base of “local knowledge” in servicing callers. These factors led to caller dissatisfaction with this evolving business model.
Significant improvements have been made in both of these areas. The major database providers now source and update their data from telephone company records daily. And geographic knowledge enhancers are a regular part of operator training, making callers much more satisfied with the level of service.
Just when all seems to be settling down, the LEC’s decided they wanted to offer National Directory Assistance (NDA), going after the traffic that had been serviced by the IXC’s. To make it more confusing they decided to offer it from the same dialing code as local, 411, but at a different tariff rate. Now the caller is faced with a variety of tariffs at both the local and IXC level.
Corporate Telecom Solutions’ remedy for all this is to offer a one-price, high quality Directory Assistance Service. Please view our Products for more information.
Please Contact Us for more information.