Stored Program Controlled Network: Calling Card Service - Human Factors Studies

The introduction of Calling Card Service is in response to the Bell System's goals of providing improved services, stabilizing the operator work force near current levels, and minimizing increases in operating costs. Calling Card Service is automated and replaces current credit * Registered service mark of AT&T. 1715 card service, which requires operator assistance.* The automated service is a preferred alternative for some collect and third-number calls. Calling Card Service allows a customer at a Touch-Tone* dialing station to bill a long-distance call to a telephone number other than the one from which the call originates, without an operator--just as direct distance dialing allows billing of a long-distance call to the originating telephone without an operator. This is accomplished when the customer dials a billing number in addition to the called number-- Calling Card Service. Such a service is expected to control costs and help serve the growing volume of credit card and other specially billed calls. Customers at unequipped Touch-Tone stations or at rotary stations will receive operator-assisted Calling Card Service. Companion papers in this issue of The Bell System Technical Journal discuss in more detail the rationale for developing Calling Card Service.1,2 This paper focuses primarily on a coordinated series of studies to measure customer reaction to Calling Card Service and to refine the customer-system protocol. Each study is discussed. Section II discusses the initial analyses of credit card calling, customer interviews, and laboratory studies.