WHERE DID IT ALL GO WRONG FOR SPCS

> I've never (NEVER!) has a Customer Service Rep
> try to sell me
> any additions to my plan.

Everyone else who's not a SprintPCS employee or apologist has. Heck, they even
tried to sell me landline long distance, and when I asked a simple question
they said "I'll have to transfer you to the longdistance folks". Some
integration. NOT.

---

› See More: WHERE DID IT ALL GO WRONG FOR SPCS

Scott Stephenson must have skipped dinner tonight since he is anxious to insult
folks. What a lame Sprint apologist.

and your source for this is what??????
"DSL GURU" <[email protected]> wrote in message
news:[email protected]...
> > I've seen posted here that the reps have to solve > calls under 6 min.
>
> Actually its worse than that. Some managers in some call centers have a
goal
> for CSRs of an average time length of calls to be under 6 minutes.
> In that time they have sales objectives to meet.
> Solving your problem is lower down in the priority list.

Jim Catero <[email protected]> wrote:

> BUT if look at pcs #'s before clear pay, and then after you'll see that
> the profits started to slip not too long after.

Oh, of course. Whenever you do something like Clear Pay you risk a lot of
receivables that you won't be able to turn into cash.

> Granted, that program wasn't and isn't the total reason for the decline,
> but I'm told by people who had worked there that it was a major contributor.

I'm sure it was.

> I've seen posted here that the reps have to solve calls under 6 min.

I don't know about that. That was posted by Phillipe/DSL Guru, who likes
to post unsubstantiated stuff like that, and I've personally had a number of
calls to CS take more than six minutes. It might be a goal. I don't think
they'll disconnect you if the call takes longer.

--
JustThe.net Internet & New Media Services
22674 Motnocab Road * Apple Valley, CA 92307-1950
Steve Sobol, Proprietor
888.480.4NET (4638) * 248.724.4NET * [email protected]

Lawrence Glasser <[email protected]> wrote:
> DSL GURU wrote:
>>
>> > I've seen posted here that the reps have to solve > calls under 6 min.
>>
>> Actually its worse than that. Some managers in some call centers have a goal
>> for CSRs of an average time length of calls to be under 6 minutes.
>> In that time they have sales objectives to meet.
>> Solving your problem is lower down in the priority list.
>
> I've never (NEVER!) has a Customer Service Rep try to sell me
> any additions to my plan.

Eh, I have, after we fixed whatever the issue was that I called in about.
As long as the problem gets fixed first, upselling doesn't bug me.

--
JustThe.net Internet & New Media Services
22674 Motnocab Road * Apple Valley, CA 92307-1950
Steve Sobol, Proprietor
888.480.4NET (4638) * 248.724.4NET * [email protected]

Steven J Sobol wrote:
>
> Lawrence Glasser <[email protected]> wrote:
> > DSL GURU wrote:
> >>
> >> > I've seen posted here that the reps have to solve > calls under 6 min.
> >>
> >> Actually its worse than that. Some managers in some call centers have a goal
> >> for CSRs of an average time length of calls to be under 6 minutes.
> >> In that time they have sales objectives to meet.
> >> Solving your problem is lower down in the priority list.
> >
> > I've never (NEVER!) has a Customer Service Rep try to sell me
> > any additions to my plan.
>
> Eh, I have, after we fixed whatever the issue was that I called in about.
> As long as the problem gets fixed first, upselling doesn't bug me.

Just an addendum... I'm talking about a blatant sell... Not "Is there
anything else I can do for you?"

Larry

Steven J Sobol wrote:


>
>> I've seen posted here that the reps have to solve calls under 6 min.
>
> I don't know about that. That was posted by Phillipe/DSL Guru, who likes
> to post unsubstantiated stuff like that, and I've personally had a number
> of calls to CS take more than six minutes. It might be a goal. I don't
> think they'll disconnect you if the call takes longer.
>

One thing Phil fails to take into consideration in his rant on this subject-
EVERY call center environment operates with an average call time metric,
and many (particularly in the cellular industry) do not get as much as six
minutes. Some are as low as 4 minutes.

The other thing the troll does not take into consideration is that the
majority of calls into any call center fall well below the average. I
would venture to guess that 75% of the calls are done and over in two
minutes. This would mean that the other 25% could last as long as 17
minutes and the call center would fall under the average call time of 6
minutes. I'm sure Rob would back some of this up, and if Phil doesn't like
the source, I welcome him to go to any any other alt.cellular group and ask
about average call times with those companies. I know of one in particualr
that will mention the 4 minute average, and there is another rumored to
have a THREE minute average. And Phil- both companies rate very high in
customer satisfaction.

DSL GURU wrote:

> Scott Stephenson must have skipped dinner tonight since he is anxious to
> insult folks. What a lame Sprint apologist.

Nope- had a great dinner, thank you. Its amazing- you only answer my posts
when there is not a question attached. I've decided that your 'troll'
label has been upgraded to 'chicken troll'.

DSL GURU wrote:

>> I've never (NEVER!) has a Customer Service Rep
>> try to sell me
>> any additions to my plan.
>
> Everyone else who's not a SprintPCS employee or apologist has. Heck, they
> even tried to sell me landline long distance, and when I asked a simple
> question they said "I'll have to transfer you to the longdistance folks".
> Some integration. NOT.


Why don't you learn how to post- I never said that, chicken troll.

Lawrence Glasser <[email protected]> wrote:

>> Eh, I have, after we fixed whatever the issue was that I called in about.
>> As long as the problem gets fixed first, upselling doesn't bug me.
>
> Just an addendum... I'm talking about a blatant sell... Not "Is there
> anything else I can do for you?"

Yeah. "Would you like to take advantage of our Sprint 50 At Home long-
distance package?"

My account apparently wasn't flagged correctly - I already had it when I was
asked about it.

--
JustThe.net Internet & New Media Services
22674 Motnocab Road * Apple Valley, CA 92307-1950
Steve Sobol, Proprietor
888.480.4NET (4638) * 248.724.4NET * [email protected]

In article <aBfub.1935$_i1.1406517
@news2.news.adelphia.net>, Scott=20
[email protected] says...
> This would mean that the other 25% could last as long as 17
> minutes and the call center would fall under the average call time of 6
> minutes. I'm sure Rob would back some of this up,
>=20

I wouldn't go as high as 75%. But yeah, when I'm crossed-
over into taking Business Services calls, I get a lot of=20
"Can I get the 7PM option?" "How do I do a 3-way call?" =20
"what's that $5 of extra usage on my bill?". Those are=20
easy. Under three or four minutes. Maybe not 75%, but=20
definitely a majority.

My handle time's in the stratosphere, though. I'm too=20
stubborn a cuss to give up a call if there's *anything* I=20
can think of to resolve it (so long as the customer is=20
willing to keep trying along with me). So the long calls,=20
for me, get to be LOOONNNGGG.

I remember one poor woman, called in, had five DAYS of=20
notes confirming her multiple calls trying, and failing, to=20
fix her problem. She came in to me to cancel. Screw it,=20
all those calls, and no help, she was done, bye bye, see us=20
never. I let her vent steam for a few minutes, then begged=20
for just five minutes to take a shot at her problem.

Her "problem"? Her Sanyo 5300 would drop into "roaming"=20
every time she activated the camera. In fact, the 5300=20
turns the phone off completely when you go into camera=20
mode. It wasn't a problem at all. Took me four minutes to=20
figure out that's what she was seeing. Bless her soul for=20
her patience with us. All the previous reps had heard=20
"roaming," and transferred her to voice trouble management,=20
who'd be unable to prevent it, and issue a trouble record=20
to have the towers checked.

But that four minute troubleshooting turned into over an=20
hour and a half of explaining Vision and Picturemail=20
because, once I'd convinced her that this was how her phone=20
worked, she *really* felt lost about what her phone and=20
service did for her. So I walked here through the Vision=20
homepage, up to the point of buying a ringer, and, finally,=20
of setting up Picturemail service, and then actually=20
sharing a picture.

Sorry, this is turning into a book-length response. =20
Basically, yeah, SPCS has a goal for call handle time. But=20
my job's not in danger for failing to meet it.

--=20
-+-
R=D8=DF
O/Siris
I work for SprintPCS
I *don't* speak for them.

I've downgraded you to super apologist.
Read Rob Vargas post in this thread. It PROVES how bad CS is at SprintPCS.

> I remember one poor woman, called in, had five
> DAYS of notes confirming her multiple calls trying, > and failing, to fix her
problem.

Rob, It's great you fixed this women's problem, but surely you can now step
back and see that this is likely a case study of whats wrong with SprintPCS and
its Customer Service. No problem that you can so simply solve should ever take
6 days of calls to solve.

On Tue, 18 Nov 2003 02:13:03 +0000, Lawrence Glasser wrote:

> Just an addendum... I'm talking about a blatant sell... Not "Is there
> anything else I can do for you?"

I have. Just recently. They have some thing going now where if you add
a phone on to your account you get some kind of a credit.

When I called *2 last month, Before I could explain my issue, I was asked if I
wanted 50 free minutes of landline long distance. When I asked isn't there a
federal fee of 99 cents a month added, I was told "I'll switch you to the Long
Distance folks". I declined.