for high-growth services (i.e., wireless and data and voice services) drove a 6.7 percent increase in adjusted consolidated revenues to $16.9 billion from $15.8 billion in the fourth quarter of 1999
Full year adjusted consolidated revenues from current operations grew 7.2 percent over 1999 (“Verizon Communications Posts...,” p. 1)
Verizon announced a three-year $100 million call center improvement plan in late February of 2001 as part of its commitment to delivering superior customer service during a strong growth period for the wireless industry. The company expects to expand its customer service staff t0 14,700 from 13,800 by the end of 2001. This an increase of six percent, with similar job growth projected for 2002 and 2003 (“Verizon Wireless Launches...,” p. 1). The company expects to open new call centers and also to expand operations at existing centers in the markets of Atlanta, Georgia, Greenville, South Carolina, Warrendale, Pennsylvania, and Folsom, California. The firm expects to spend more than $4 billion nationwide on network improvements and has committed almost $9 billion in the Federal Communications Commission (FCC) recently concluded spectrum auction. Company spokespeople commented that the wireless industry itself is still experiencing healthy growth with national customer growth up 27.2 percent between June 1999 and June 2000, carrier service revenues up 21.7 percent, and industry employment up 12.5 percent over the same time period (“Verizon Wireless Launches...,” p. 2).
The advent of new technologies have enabled cellular phone service providers to transform a simple two-way radio into a sophisticated communication tool used by millions of people around the world. While digital cellular systems are beginning to replace analog systems, in either care, the unique factor of the cellular system is the way cities are broken up into different grids or cells. The typical cell phone carrier...