by Terese Quesada, Special to the On-line Forty-Niner
April 23, 1997
What began as a light-hearted research project on office furniture ended
as a major case of the
deregulation blues. While tracking down a manufacturer in Arkansas by phone,
I stumbled across a network of cyber sweat-shops that makes up the under-belly
of today's telecommunications industry.
As a freelancer for a local weekly in the 1980s, I counted on long distance directory assistance to deliver.
A well-trained, well-handled telephone operator can be a writer's best resource. Or such had been my experience.
When President Reagan laid out the welcome-home mat for corporate robber-barons by deregulating the telecommunication and airline industries, my response was to stick with AT&T Corp. as my long distance carrier.
It was the first, the biggest and had those wonderful long distance and information operators.
But in the post-deregulation 90s, I had crossed wires with operators who were a little brusque, even grouchy.
On Sunday when I dialed the magic numbers my anticipation was mingled with doubt.
I asked the operator for the Arkansas manufacturer's phone number and, looking for a cute, anecdotal local quote, I asked him where the town was in relation to Little Rock.
"I don't know, lady, I'm in Arizona," he said.
"But I dialed Arkansas," I countered.
"Well, you got Arizona."
Confused, I asked him how my call had ended up west of the Rockies.
The operator explained that he was employed by a subcontractor who provided AT&T with long distance information operators.
"But, I'm paying for AT&T. So who am I really paying for?" I try to be an informed consumer.
"Oh, I can't tell you that. I'll be fired," he said.
I often find the writer and reporter within me at odds. Sunday afternoon the reporter grew fangs and won.
"Well, if you can't tell me, get me your supervisor," I demanded.
By the time I had cajoled my way through the ranks of this mysterious subcontractor in the southwestern desert, I had learned that they are not at liberty to divulge the name of their company' - an AT&T guideline. In other words: tell and be terminated.
A manager who would only identify himself as 'Jason' was clearly annoyed and defensive.
"Lady, you have better things to do. I have better things to do," he informed me.
Thank you, but no, Jason. Information is my business. I have nothing better to do.
AT&T customer service was no more enlightening.
I started digging like a kitty in litter-box heaven. Something under all that gravel smelled bad and it wasn't Jimmy Hoffa.
Diverting calls represents a real cost savings to AT&T. Instead of sending my call to a local information operator a full continent away in New York city, my call is routed to a subcontractor in Arizona.
I pay the same long distance rate but AT&T uses half the hardware to do the job.
Oh yes, and there is the small matter of honesty: I am paying for AT&T's well-trained operators, but that is not what I am getting.
With AT&T's ubiquitous electronic voice offering to 'dial your call after you receive directory assistance for fifty cents,' one would think one was dealing with AT&T wouldn't one? Not so.
Okay, cheating the consumer is one thing. Caveat emptor. But according to Reynolds, AT&T has also betrayed the professional staff that had earned the telecommunications giant high marks in the past.
For directory assistance, AT&T used to contract with Pacific Bell, who would get the regional business. And they used union operators who were paid decent wages.
However, it may be a moot point. I have discovered that Sprint still goes the extra mile on directory information for the same basic rate I now pay.
As for local service, GTE still uses its own operators, and according to Reynolds, Pacific Bell is 'still up there' and has shown good faith to CWA operators.
Oh, the deregulation blues, decisions and more decisions...