Contact Center Solutions Featured Article

Sprint to Eliminate 800 Call Center Jobs, Says They Aren't Needed

August 29, 2013

Things have been a bit turbulent at Sprint (News - Alert), and the shake-up is continuing. This week, the wireless provider announced that it will cut around 800 customer service jobs nationwide. The move is apparently the first major one in a reorganization that began in July, when a majority of the company was purchased by the Japanese telecommunications company SoftBank Corporation.

So is the company sacrificing customer service in order to get costs under control? Not according to Sprint, which says it has seen a decline in the number of calls to customer support centers and call centers, though customer satisfaction is up. (An enviable position for Sprint, if it’s true. More on that later.) Nearly 300 of the job cuts will come from Texas-based facilities in Fort Worth, Irving and Temple.

The cuts are "organizational adjustments being made to meet the changing needs of our business," Sprint spokeswoman Jennifer Schuler told Bloomberg (News - Alert) recently. Schuler said Sprint plans to keep its total headcount steady at around 40,000. "Sprint continues to hire new employees into positions that support our corporate strategy," she said.

With regard to lower need for customer support staff, this is a position echoed by Sprint CEO Dan Hesse (News - Alert) on the company’s second quarter earnings conference call.

"I'm also pleased to announce that once again we continued to set new performance records in our customer care operations," said Hesse. "Credits to customer accounts for our postpaid base reached an all-time lowest level and are now down 87 percent from our highest levels in early 2008. Additionally, calls to care per postpaid customer have been reduced by half as we had our best second quarter ever."

Of course, what Hesse fails to mention is that Sprint also has fewer subscribers than it used to…not such good news. According to Fierce Wireless, Sprint lost 2.034 million wireless customers in the second quarter, at least half of them resulting from Sprint’s shut-down of the Nextel iDEN network on June 30.




Edited by Alisen Downey

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!