Hello, While I understand that Century Link is a large organization with many complex roles to meet, I find it to be greatly sub-standard in some of these roles. As a management consultant and familiar with business practices, I have experience with good and poor processes, and I absolutely dread having to contact Century Link. The process is long, it is repetitive, it is not consumer-friendly, it takes you through frustrating amount of steps, and is generally poorly thought out. It could be streamlined so much better! From a admittedly small sample of the great amount of calls that you handle, this is only my experience (though many of people I know agree) but basically every one of my more than dozen calls over the last two years have been incredibly frustrating. Representatives are friendly and do their best to help, but the system in design towards customer-friendly attitude reminds me ones I have seen in less developed countries or centrally planned economies. From not being able to find my account (4-5 times) to transferring (a few times then losing me and having me start the whole process again) to forcing me to answer many questions and ultimately not transferring me to where I would like to go seems to be the rule rather than exception. Half a year ago, something changed with billing on the Century Link end. My auto payments were not going through. It was not a fast nor simple thing to correct, even though it had nothing to do with anything on my end. Recently, I got a note that Century Link changed my account number and billing system. After checking on-line account, it seemed to be fine - but based on past experience I knew it could quickly evolve into a problem that would take a lot of valuable time to rectify for me. And of course, unlike representatives, I would not be getting paid for the time spent trying to fix it. After a few minutes of answering questions, and trying to get through to a representative for a clarification, it ultimately told me the call center was closed. This was after repeated attempts to get a representative, which even after I requested that option, it wasted my time with so many other automated responses regarding my balance, COVID rules... It could have immediately told me that it was not possible to reach a representative. Century Link is a tech and communication company and it could have a system that demonstrates that., Bottom line, I truly dread having to call Century Link. My suspicion that it will end with a frustrating system with messages, choices, questions, and prompts that may or may not end well basically comes true almost every time even though each time I hope someone will have streamlined the process. Again, while reps are mostly very helpful and try their best, I would be embarrassed and ashamed if as a Senior Manager I were getting paid any bonus or any type of reward outside of a basic competitive salary when it comes to contacting customer service. I do not know if it is complacency, lack of competition, or whatever it may be, but it is very reminiscent of the countries I have lived or world in that had a centrally planned or monopolistic organizations. Desirable resolution: That this message reaches the senior management, if particularly as I suspect, and would be willing to wager that I am not an isolated case, or that if you were to do a study on your process, that this is an issue that senior management should address. If it is just me and a few others, well, then basically ignore this. But I think I am not the only one that finds this frustrating and inefficient. Ideally, having a survey or outside check of the process would likely result in recommendations that over time, could save thousands and thousands if not millions of customers time and frustration. Think how nice that would be to have that kind of a positive impact on so many people.