Words of a Sprint Rep

I have been accused of making this stuff of by a loyal Sprint employee.
Here are the exact words. Read them and others at:

http://www.sprintpcs-sucks.org/emplo...yee_email.html

=============

Dear whomever it may concern;
I worked for Sprint PCS Customer Care inbound for 3 years. Having some
insight, here's some reasons for poor customer service:
Production --- We had to meet a production standard. We had to handle
an average call within 5 minutes 19 seconds. Now tell me, how is anyone
supposed to give 100% customer service with that standard?
Customer service reps would purposely transfer calls to someone else
(even when it was not necessary) to meet the time frame. We would also
hang up on customers, make up lies to get them off the phone, etc.* I
know this sounds terrible, but if we didn't meet our production
standard, we'd be fired!* I honestly feel bad about the hundreds of
customer's I screwed because of that goal.* That goal was a curse to
anyone who honestly wanted to help the customer.

===============

I fthis is incorrect, then a current Sprint employee needs to tell us
what the current production standard is for:

1. Average call length
2. Sales quota of Advtanage Agreements

==

So far all we've heard is huffing and puffing, and insults directed
towards me, which tells me the above is correct.

---

› See More: Words of a Sprint Rep

Phillipe wrote:
> I have been accused of making this stuff of by a loyal Sprint employee.
> Here are the exact words. Read them and others at:
>
> http://www.sprintpcs-sucks.org/emplo...yee_email.html
>
> =============
>
> Dear whomever it may concern;
> I worked for Sprint PCS Customer Care inbound for 3 years. Having some
> insight, here's some reasons for poor customer service:
> Production --- We had to meet a production standard. We had to handle
> an average call within 5 minutes 19 seconds. Now tell me, how is anyone
> supposed to give 100% customer service with that standard?
> Customer service reps would purposely transfer calls to someone else
> (even when it was not necessary) to meet the time frame. We would also
> hang up on customers, make up lies to get them off the phone, etc. I
> know this sounds terrible, but if we didn't meet our production
> standard, we'd be fired! I honestly feel bad about the hundreds of
> customer's I screwed because of that goal. That goal was a curse to
> anyone who honestly wanted to help the customer.
>
> ===============
>
> I fthis is incorrect, then a current Sprint employee needs to tell us
> what the current production standard is for:
>
> 1. Average call length
> 2. Sales quota of Advtanage Agreements
>
> ==
>
> So far all we've heard is huffing and puffing, and insults directed
> towards me, which tells me the above is correct.
Hate sites are known to overexaggerate(sp?) or lie or both.

In article <[email protected]>,
1900mhzcdma <[email protected]> wrote:

> Phillipe wrote:
> > I have been accused of making this stuff of by a loyal Sprint employee.
> > Here are the exact words. Read them and others at:
> >
> > http://www.sprintpcs-sucks.org/emplo...yee_email.html
> >
> > =============
> >
> > Dear whomever it may concern;
> > I worked for Sprint PCS Customer Care inbound for 3 years. Having some
> > insight, here's some reasons for poor customer service:
> > Production --- We had to meet a production standard. We had to handle
> > an average call within 5 minutes 19 seconds. Now tell me, how is anyone
> > supposed to give 100% customer service with that standard?
> > Customer service reps would purposely transfer calls to someone else
> > (even when it was not necessary) to meet the time frame. We would also
> > hang up on customers, make up lies to get them off the phone, etc. I
> > know this sounds terrible, but if we didn't meet our production
> > standard, we'd be fired! I honestly feel bad about the hundreds of
> > customer's I screwed because of that goal. That goal was a curse to
> > anyone who honestly wanted to help the customer.
> >
> > ===============
> >
> > I fthis is incorrect, then a current Sprint employee needs to tell us
> > what the current production standard is for:
> >
> > 1. Average call length
> > 2. Sales quota of Advtanage Agreements
> >
> > ==
> >
> > So far all we've heard is huffing and puffing, and insults directed
> > towards me, which tells me the above is correct.
>
> Hate sites are known to overexaggerate(sp?) or lie or both.

If that has happened here, all we need is the current correct numbers
from a current Sprint employees. They have not provided us such,
so given the CSR lies reported here over the last few weeks......

Phillipe wrote:

>
> If that has happened here, all we need is the current correct numbers
> from a current Sprint employees. They have not provided us such,
> so given the CSR lies reported here over the last few weeks......

Yeah, hate sites are SUCH reliable sources of information.

Go study what "objectivity" means.
--
-+-
RØß
O/Siris
I work for Sprint
I *don't* speak for them

Phillipe <[email protected]> wrote in article
<[email protected]>:
> I have been accused of making this stuff of by a loyal Sprint employee.
> Here are the exact words. Read them and others at:
>
> http://www.sprintpcs-sucks.org/emplo...yee_email.html
>

Oh yes, SprintPCS-sucks.org, the most reliable source for
informaion on the internet

Its an anti-SprintPCS site put up be someone who feels they were wronged
by the company, posting letters by pissed off employees who couldn't
take a day off at the last minute, or who got written up / fired for
something they feel was frivilous (but still against policy).

And don't show me anything from CNN.com either, they have displayed an
all-outanti-SprintPCS attitude from what I've read.

Media and newsgroup posting are all about opinions.

[posted via phonescoop.com - free web access to the alt.cellular groups]

In article <[email protected]>,
[email protected] (SprintPCS Tech) wrote:

>
>
> Phillipe <[email protected]> wrote in article
> <[email protected]>:
> > I have been accused of making this stuff of by a loyal Sprint employee.
> > Here are the exact words. Read them and others at:
> >
> > http://www.sprintpcs-sucks.org/emplo...yee_email.html
> >
>
> Oh yes, SprintPCS-sucks.org, the most reliable source for
> informaion on the internet
>
> Its an anti-SprintPCS site put up be someone who feels they were wronged
> by the company, posting letters by pissed off employees who couldn't
> take a day off at the last minute, or who got written up / fired for
> something they feel was frivilous (but still against policy).
>
> And don't show me anything from CNN.com either, they have displayed an
> all-outanti-SprintPCS attitude from what I've read.


That doesn't make what was posted incorrect, and you have offered no
refutation.

In article <[email protected]>,
"O/Siris" <robjvargas@sprîntpcs.com> wrote:

> Phillipe wrote:
>
> >
> > If that has happened here, all we need is the current correct numbers
> > from a current Sprint employees. They have not provided us such,
> > so given the CSR lies reported here over the last few weeks......
>
> Yeah, hate sites are SUCH reliable sources of information.
>
> Go study what "objectivity" means.

Don't like the message, attack the messenger. If CSRs dont have a 5:13"
average call length to meet or be fired, what is it?

Your continued failure to offer an opposing viewpoint gives it more
validity every day.

http://www.sprintpcs-sucks.org/emplo...yee_email.html

....these problems will go away soon when Sprint outsources customer service to
India.....I think your customer service rep will then only cost Sprint about 50
cent an hour w/no benefits.....

SprintPCS Tech wrote:

> Phillipe <[email protected]> wrote in article
> <[email protected]>:
>
>>I have been accused of making this stuff of by a loyal Sprint employee.
>>Here are the exact words. Read them and others at:
>>
>>http://www.sprintpcs-sucks.org/emplo...yee_email.html
>>
>
>
> Oh yes, SprintPCS-sucks.org, the most reliable source for
> informaion on the internet
>
> Its an anti-SprintPCS site put up be someone who feels they were wronged
> by the company, posting letters by pissed off employees who couldn't
> take a day off at the last minute, or who got written up / fired for
> something they feel was frivilous (but still against policy).
>
> And don't show me anything from CNN.com either, they have displayed an
> all-outanti-SprintPCS attitude from what I've read.
>

I can agree that sprintpcs-sucks.org is biased against SPCS, but c'mon,
CNN? What reason in the world with CNN have to be biased against SPCS?
This sure looks like a case of not wanting to hear bad news.

Phillipe wrote:

> I have been accused of making this stuff of by a loyal Sprint employee.
> Here are the exact words. Read them and others at:
>
> http://www.sprintpcs-sucks.org/emplo...yee_email.html


So the call time has changed again, Phillipe?

Let's recap:

- First you said 6:00
- Then, 5.5 minutes
- Then, 5:13

Now it's 5:16?

Seems like for all of these reliable sources, they can't seem to agree
on what this supposed time limit is.


> =============
>
> Dear whomever it may concern;
> I worked for Sprint PCS Customer Care inbound for 3 years. Having some
> insight, here's some reasons for poor customer service:
> Production --- We had to meet a production standard. We had to handle
> an average call within 5 minutes 19 seconds. Now tell me, how is anyone
> supposed to give 100% customer service with that standard?
> Customer service reps would purposely transfer calls to someone else
> (even when it was not necessary) to meet the time frame. We would also
> hang up on customers, make up lies to get them off the phone, etc. I
> know this sounds terrible, but if we didn't meet our production
> standard, we'd be fired! I honestly feel bad about the hundreds of
> customer's I screwed because of that goal. That goal was a curse to
> anyone who honestly wanted to help the customer.
>
> ===============
>
> I fthis is incorrect, then a current Sprint employee needs to tell us
> what the current production standard is for:
>
> 1. Average call length
> 2. Sales quota of Advtanage Agreements
>
> ==
>
> So far all we've heard is huffing and puffing, and insults directed
> towards me, which tells me the above is correct.

In article <[email protected]>,
Isaiah Beard <[email protected]> wrote:

> Seems like for all of these reliable sources, they can't seem to agree
> on what this supposed time limit is.

http://www.sprintpcs-sucks.org/emplo...yee_email.html

Don't like the message, attack the messenger. If you have proof of what
the average call CSR reps are limited to, tell us, otherwise quit
quibbling over seconds. IT IS LESS THAN 5 1/2 minutes according that
rep, and no one has authoritatively offered a different time..

If you don't want to read it: let others

Dear whomever it may concern;
I worked for Sprint PCS Customer Care inbound for 3 years. Having some
insight, here's some reasons for poor customer service:
1. Production --- We had to meet a production standard. We had to handle
an average call within 5 minutes 19 seconds. Now tell me, how is anyone
supposed to give 100% customer service with that standard?
Customer service reps would purposely transfer calls to someone else
(even when it was not necessary) to meet the time frame. We would also
hang up on customers, make up lies to get them off the phone, etc. I
know this sounds terrible, but if we didn't meet our production
standard, we'd be fired! I honestly feel bad about the hundreds of
customer's I screwed because of that
goal. That goal was a curse to anyone who honestly wanted to help the
customer.I finally got fed up with it and started serving the customers
instead of that goal. As a result, I don't work for Sprint PCS
anymore. I spent 50 minutes helping a fraud victim and was fired for
call avoidance. Yes my friends, according to management, I was a
criminal for taking the time to fix an account (something others refused
to do).

http://www.sprintpcs-sucks.org/emplo...yee_email.html

It may well be sour grapes exageration, but no current Sprint employee
has authoritatively said different. It may be whistle blowing.

Phillipe <[email protected]> writes:

> I have been accused of making this stuff of by a loyal Sprint employee.
> Here are the exact words. Read them and others at:
>
> http://www.sprintpcs-sucks.org/emplo...yee_email.html

While I'm as inclined to hate Sprint's customer service as anyone
else, that site does not exactly look reputable. Take a look at the
whois data:

>Registrant:
> SPCSS
> --
> --
> KC, MO 64112
> US
> (816) 854-0903

No address, and that's *Sprint's* phone number.

>Domain Name: SPRINTPCS-SUCKS.COM
>
>Administrative Contact:
> Armstrong, Dan [email protected]
> --
> --
> KC, MO 64112
> US
> (816) 854-0903

Same here (and for the technical contact).

<<Don't like the message, attack the messenger. If you have proof of
what the average call CSR reps are limited to, tell us, otherwise quit
quibbling over seconds. IT IS LESS THAN 5 1/2 minutes according that
rep, and no one has authoritatively offered a different time..>>

I have to back Philipe up on this one. I have heard of this rule
before, and not from the sprintpcs-sucks site. I don't know if it is
still in effect, though, as I haven't heard of it since late December
last year -- when the new CEO took control. But I did hear that they
had to keep their calls limited to around 5 minutes or less... :-(

I don't know if this is still true though. I have had a few calls last
well past 10 minutes before (during this year) and the reps were in no
hurry to transfer me, rush me or hang up on me.

Eric

Isaiah Beard wrote:
>
> Phillipe wrote:
>
> > I have been accused of making this stuff of by a loyal Sprint employee.
> > Here are the exact words. Read them and others at:
> >
> > http://www.sprintpcs-sucks.org/emplo...yee_email.html
>
> So the call time has changed again, Phillipe?
>
> Let's recap:
>
> - First you said 6:00
> - Then, 5.5 minutes
> - Then, 5:13
>
> Now it's 5:16?
>
> Seems like for all of these reliable sources, they can't seem to agree
> on what this supposed time limit is.
>
Yeah, then again this was on the sprintpcs-sucks site. yeah, I'd call
that site REAL credible. NOT!

[email protected] (Eric) writes:

> I don't know if this is still true though. I have had a few calls last
> well past 10 minutes before (during this year) and the reps were in no
> hurry to transfer me, rush me or hang up on me.

I'd have to agree; I spent 20-30 minutes with some reps that were
helpful for me, and at the end, I'd make a point of thanking them for
their time and courtesy. They'd generally say "no problem at all",
and I have no reason to doubt their honesty on that point.