Location of Sprint Customer Support

Is Sprint Customer Support and Technical Support located in the USA, or do
they outsource this function to another country like ATT?

-mij

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› See More: Location of Sprint Customer Support

In article <IYs_d.113099$bu.57794@fed1read06>,
"Mij Adyaw" <[email protected]> wrote:

> Is Sprint Customer Support and Technical Support located in the USA, or do
> they outsource this function to another country like ATT?

My guess is somewhere in the south based on the accents they always seem
to have.

....but then, I've heard that people in India who can fake an accent get
paid more

/tommy

tommy wrote:

>>Is Sprint Customer Support and Technical Support located in the USA, or do
>>they outsource this function to another country like ATT?
>
>
> My guess is somewhere in the south based on the accents they always seem
> to have.
>
> ...but then, I've heard that people in India who can fake an accent get
> paid more

Seems to me that level-2 support is domestic, while much (but not all) of
level-1 support is outsourced. I did talk to a level 2 rep today who is at a
call center in Oklahoma.


--
JustThe.net - Apple Valley, CA - http://JustThe.net/ - 888.480.4NET (4638)
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"The wisdom of a fool won't set you free"
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"Mij Adyaw" <[email protected]> wrote in
news:IYs_d.113099$bu.57794@fed1read06:

> Is Sprint Customer Support and Technical Support located in the USA,
> or do they outsource this function to another country like ATT?
>
> -mij
>
>

First level is in India

"Steve Sobol" <[email protected]> wrote in message
news:[email protected]...
> tommy wrote:
>
>>>Is Sprint Customer Support and Technical Support located in the USA, or
>>>do they outsource this function to another country like ATT?
>>
>>
>> My guess is somewhere in the south based on the accents they always seem
>> to have.
>>
>> ...but then, I've heard that people in India who can fake an accent get
>> paid more
>
> Seems to me that level-2 support is domestic, while much (but not all) of
> level-1 support is outsourced. I did talk to a level 2 rep today who is at
> a call center in Oklahoma.
>
>
> --

Incorrect. All tech support is located in the US. The people you are
reaching with foreign accents are sitting next to me, in the US.

Leisa

"Ski" <[email protected]> wrote in message
news:[email protected]...
> "Mij Adyaw" <[email protected]> wrote in
> news:IYs_d.113099$bu.57794@fed1read06:
>
>> Is Sprint Customer Support and Technical Support located in the USA,
>> or do they outsource this function to another country like ATT?
>>
>> -mij
>>
>>
>
> First level is in India

No, it's not. India handles offline support, they do not take customer
calls.

Leisa

Leisa wrote:
> Ski wrote:
>> First level is in India
>
> No, it's not. India handles offline support, they do not take
> customer calls.

Leisa, I don't understand. I have gotten Indian CSRs
_multiple times_ after calling the standard Sprint toll free
number recently.

I have been trying to correct a _recurring_ billing problem.
(Wrong 4 months in a row, previously right for 9 months.)

The Indian CSRs are polite and try to be helpful, but so far
they don't seem to know much about anything. Posters in this
NG have recommended asking for employee id and call center id
when the CSR has worked on a problem. They don't seem to know
how to respond to that question. And they haven't fixed the
billing problem.

I thought a post a long time ago said that the caller is
sent to different call centers based on the time of day
that the call is made.

ll wrote:
> Leisa wrote:
>> Ski wrote:
>>>First level is in India
>>
>> No, it's not. India handles offline support, they do not take
>> customer calls.

> Leisa, I don't understand. I have gotten Indian CSRs
> _multiple times_ after calling the standard Sprint toll free
> number recently.

That may be, but, have you stopped to think that Indians, with Indian
accents and trained with basic technical skills, have been working IN
the US as well? Where I live, quite a few Indian people live and work
here. Not EVERYONE is Indian of course, and it's certianly not a
majority of the people in this area, but there are a sizeable number.


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Isaiah Beard wrote:
> have you stopped to think that Indians, with Indian accents
> and trained with basic technical skills, have been working IN
> the US as well?

I'm pretty sure that I read in the paper last year that the
federal government greatly reduced the number of H-1B visas.
I would be surprised if Sprint was closing entire call centers
(e.g., Osirius') and bringing in people on H-1B visas to work
at U.S. call centers.

It doesn't make financial sense. Clearly it costs Sprint less
(and that's probably the only thing Sprint cares about) to hire
that person in Mumbai than to bring them here to work in
(name of your favorite higher cost-of-living city goes here).

"ll" <[email protected]> wrote in message
news:[email protected]...
> Leisa wrote:
>> Ski wrote:
>>> First level is in India
>>
>> No, it's not. India handles offline support, they do not take
>> customer calls.
>
> Leisa, I don't understand. I have gotten Indian CSRs
> _multiple times_ after calling the standard Sprint toll free
> number recently.
>
> I have been trying to correct a _recurring_ billing problem.
> (Wrong 4 months in a row, previously right for 9 months.)
>
> The Indian CSRs are polite and try to be helpful, but so far
> they don't seem to know much about anything. Posters in this
> NG have recommended asking for employee id and call center id
> when the CSR has worked on a problem. They don't seem to know
> how to respond to that question. And they haven't fixed the
> billing problem.
>

Sprint has call centers outside the country that take regular customer
service calls. Sprint has call centers in India that handle email inquiries.
But tech support is in the US. Off the top of my head, I can think of 10
coworkers who were originally from Pakistan, India, Kenya, Puerto Rico,
Zimbabwe, etc, who work in tech support, but in Texas, not
India/Africa/wherever.And I know there are more of them than 10. It's never
a good idea to assume where someone is located based on their accents. I
have coworkers with strong "yankee accents", but they're still in Texas. We
usually have a good laugh whenever someone calls in and doesn't want to talk
to "someone in India" only to be told that they've reached a call center in
Texas.

It's sort of like the people who assume anyone working a graveyard shift or
weekends is a new employee. The truth is that the overnight shifts are a hot
commodity, and the most tenured reps are working those shifts, even if it
means having to work on weekends. In fact, in our last shift bid, most of
the people who got the weekends off are new hires, because no one wanted the
mid-shifts, regardless of the days off attached.

Leisa

"ll" <[email protected]> wrote in message
news:[email protected]...
> Isaiah Beard wrote:
>> have you stopped to think that Indians, with Indian accents
>> and trained with basic technical skills, have been working IN
>> the US as well?
>
> I'm pretty sure that I read in the paper last year that the
> federal government greatly reduced the number of H-1B visas.
> I would be surprised if Sprint was closing entire call centers
> (e.g., Osirius') and bringing in people on H-1B visas to work
> at U.S. call centers.
>
> It doesn't make financial sense. Clearly it costs Sprint less
> (and that's probably the only thing Sprint cares about) to hire
> that person in Mumbai than to bring them here to work in
> (name of your favorite higher cost-of-living city goes here).

The non-US natives I work with have been with Sprint 5-7 years, and in the
country longer than that. No one "brought them in" to work here. Many of
them have been with Sprint PCS since the beginning (the call center where
I'm located is the first one Sprint PCS opened.)

Leisa

Leisa

"Leisa" <[email protected]> wrote in news:[email protected]:

>
> "Ski" <[email protected]> wrote in message
> news:[email protected]...
>> "Mij Adyaw" <[email protected]> wrote in
>> news:IYs_d.113099$bu.57794@fed1read06:
>>
>>> Is Sprint Customer Support and Technical Support located in the USA,
>>> or do they outsource this function to another country like ATT?
>>>
>>> -mij
>>>
>>>
>>
>> First level is in India
>
> No, it's not. India handles offline support, they do not take customer
> calls.
>
> Leisa
>
> When I called on Christmas day I asked and she said a city in India

"Isaiah Beard" <[email protected]> wrote in message
news:[email protected]...
> ll wrote:
>> Leisa wrote:
>>> Ski wrote:
>>>>First level is in India
>>>
>>> No, it's not. India handles offline support, they do not take
>>> customer calls.
>
>> Leisa, I don't understand. I have gotten Indian CSRs
>> _multiple times_ after calling the standard Sprint toll free
>> number recently.
>
> That may be, but, have you stopped to think that Indians, with Indian
> accents and trained with basic technical skills, have been working IN the
> US as well? Where I live, quite a few Indian people live and work here.
> Not EVERYONE is Indian of course, and it's certianly not a majority of the
> people in this area, but there are a sizeable number.
>

Most of the Indians around here own casinos.

Leisa wrote:

> Incorrect. All tech support is located in the US. The people you are
> reaching with foreign accents are sitting next to me, in the US.

Customer service is outsourced to other countries, is it not?

I would be less annoyed about that if the woman I talked to the other day had
any decent comprehension of the English language... India used to be a British
colony, you'd think the reps over there would understand English better :P

--
JustThe.net - Apple Valley, CA - http://JustThe.net/ - 888.480.4NET (4638)
Steven J. Sobol, Geek In Charge / [email protected] / PGP: 0xE3AE35ED

"The wisdom of a fool won't set you free"
--New Order, "Bizarre Love Triangle"

ll wrote:
> Isaiah Beard wrote:

> I'm pretty sure that I read in the paper last year that the
> federal government greatly reduced the number of H-1B visas.

Hmm, then it may shock you that... look out now!... some people are
Indian, and are *permanent residents*. A few are even *gsp!* US
CITIZENS! I know, that's tough for your little head to handle, but it's
true.

> I would be surprised if Sprint was closing entire call centers
> (e.g., Osirius') and bringing in people on H-1B visas to work
> at U.S. call centers.

The call centers were closed, there's no denying that. However, they
didn't exactly OPEN new call centers either, except for Indian CS
centers to handle web support, as mentioned previously.

I remember reading that existing, still-open call centers were enlarged
and the remainder of the slack was picked up by people using online
account access as well as by the ever-indomitable Claire, who despite
everyone's dislike of her, does manage quite a few routine requests
without CS intervention.




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