Archived from groups: alt.cellular.sprintpcs (
More info?)
Bob Smith wrote:
> When I called this week, to firm up the facts on the 18 month handset
> replacement rebate, following the confirmation, I was asked whether I would
> like to try Sprint LD, and told them I already had it. Nothing wrong to
> finishing up a conversation with an upsale ...
I agree, but to hang one's job on how much you sell can affect the job
you do. As I understand it it's not just tri but all the CSR's who have
to work with the 0 rap/hold thing. I'm told it really does put a strain
on people who already have low handle time and an increasing sales quota.
But my point is , the people in tier 1-2 do allot when it comes to your
service, they can re align the towers that send you service, reconfigure
a myriad of things to get you phone working as far as the system goes,
true they can't do much as far as physical work to your phone, but they
do handle most all the trouble you get as far as towers, mail and inet go.
I didn't know all this till I started talking to my friend about his work.
I'm simply concerned that Sprint, after improving on customer service,
might be going a little too far.
Really has nothing to do with my current prl thing, this is a general
thread, sorry if it got confused.
Jim
>
>>i have a friend who works tri in OKC and he tells me they cut this out
>>all together , as well as lowered their aht.
>>And he also tells me that as of april 1st the techs have a sales quota,
>>at least in his center.
>
>
> See, that's the difference. Most, if not all the CS staff on tier one level
> at the calling centers, aren't considered technicians, as the technicians
> are out in the field /stores. The technicians in the stores are the ones to
> examine, test out and if needed upgrade handsets with new firmware & PRL
> updates.
>
>
>>I understand that to fail any of these requirements for , I think 3 mos.
>>can get you fired , or at least get corrective action.
>>I think tech geek works in a store, this applies to call centers, or at
>>least his anyway.
>>my problem wasn't the issue, i'm just curious as what you all think this
>>may do to tech support.
>>My friend says some of the more experienced people have left and others
>>are in danger of being ... well you know.
>>again sorry for fanning his flames but i do have a serious concern on
>>this, i get great tech support from sprint, I hope the new changes won't
>>affect that.
>>
>>
>>Jim
>
>
> Still didn't see what your problem was, unless you were talking about the
> PRL upgrade notification you hear, when calling CS.
>
> Bob
>
>
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