holy poop on a stick. 40,000 calls thats complete crap imo. That works out at roughly 33 calls per person so basically theyre cutting off people who are calling around once every day. I work for tech support in an adsl company in the uk and i know that strung out propblems where the brown stuff hits the fan can go on for longer than a month and people who just want a solution call up at least once a day for updates and answers. On the other hand i've also spoken to retards who make me doubt the future of humanity who cant get their router to work because their windows 95 pc doesnt have an ethernet port for the router we've sent them to use and they want their money back for the 35 calls theyve made to tech support in which every single one of them has told them the simple truth that any 12 year old can comprehend because its our fault theyre pc is a relic. Those cases should be reviewed before the accounts are cancelled theyve obviously got the manpower to single out the accounts. Bad for business bad for customer relations.
This is actually a good business move. Sprint is in the wireless business to create revenue not to provide service to whoever wants it. When customers create more costs for the company then revenue then it's quite logical to "fire" the problem customers.
I used to work for nextel, I was there for the merger. Its in the contract that sprint/nextel can do this if they want to. and i've delt with these people, the ones who keep calling in, over and over. They need to die. 40,000... hmmm... I would usually take 80 calls a day. so on average, 80 calls per rep. maybe a bit less but 80 is a what im going with. 5 call centers in canada for general customer care. ours had 500 people in the morning. about 300 at night. so 800 people total each day. 800 people x 80 calls = 64000 calls per day. did I do the math right? i'm getting tired... anyway, open every day except sunday so in a 30 day month thats about 26 days. 26 days x 64,000 = 1,664,000 calls per month. for our center. there was one center that was bigger so lets just say 1.7mil calls per month. and the other 3 were smaller so lets say 2 mil to be conservative. so thats... 5.3mil calls a month. it seams big, im sure that numbers a bit high, maybe just 4mil per month. of course thats only my department, there still is tech, credit, the spanish que, wireless web, sales, retention. i think thats it... all in all, the last number I heard was 5,000 people answering the phone every day. and that was just for nextel. there was a whole other side for sprint. So you can see that there are a lot of calls each month. and these people represent 40,000 calls. wow, that sounds exactly like what I would expect from nextel. Everynow and then you would get a clever customer who would say "its not nextel, its next to hell!"
how is kicking 1k+ of your user base a good business move? especially seeing as the minimum contract these guys seem to offer is $40 a month and unless their contact centre number is a free phone number they will also be making revenue from that. There is also the fallout from this, people who hear about this in the news will boycott them for this crap and they will lose some new customers that way too. There probably wont be enough of a turnover to make a significant impact but its still retarded.
So you improve customer service by ditching those who complain or ask for help. Very interesting approach.
I bet you it is old people who don't understand what they're doing. Still pretty crappy tbh, does this mean they will be barred from any sprint service due to being too annoying?
Don't know if anyone else is noticing this either, but I'm seeing this as an attempt to improve statistical customer satisfaction.
40 to 33 calls. About 1.1 to 1.3 calls a day, for a month. OK, there are two ways of looking at this. Possibly the customers in question are dealing with slow to resolve issues and are simply calling every day for an update. On the other hand: for 30 days?!? If I had that sort of track record with my ISP, I would be the one cancelling the contract. So the fact that these people, dispite their obvious issues with the company, need to be kicked out tells me that they are getting some, well, secondary gain out of the conflict. Reasonable people do not call customer support more than once a day for a whole month. They cancel the account and leave for somewhere better.
thats what it is on face value. but if you look on the number that I posted you will see that these people are a very small number of customers calling in every day. What this is is nextel making a business move to get rid of something it doesn't want while trying to throw a positive spin on it. Like how when we were told not to use the washroom anymore (unless on our lunch break) to stay on the phone so that we could give better customer service. not kidding either, we were told not to use the bathroom. even if we had to.
well yes, I am now. I wish I had telus though because when I work in the oil patch rogers has no service out there but telus does.
you just reminded me of the woman who called on once a month for 5 months saying that her bill was wrong. I looked at the notes on the account, saw she has spoken with someone every month. once she spoke with a manager. So I looked at the account anyway. found a mistake that someone had made when they changed her plan 5 months ago. ended up giving back well over a 1000 dollars because she had been billed wrong. She loved me for that one. and you are right, reasonable people dont call once a day for a month. they cancel and leave. but some people cant afford the 200 bucks to end a contract so they call in over and over because they think that they are right about something even though they are wrong.
I believe you're quite correct about the secondary gain part. It seems like these might be customers pushing for extras added onto their phone bill or keep trying to get discounts applied to such an extent they're making themselves unprofitable. It's likely that Sprint was auditing quite a few accounts in relation to finally completely merging the Sprint and Nextel names and came across the ones which weren't creating any revenue. The minimum advertised contract is $40 a month. However if there is a special deal called SERO which has a minimum of $30, additionally people who are deal seekers are often calling up trying to get more such as unlimited text messaging, free incoming first minute, etc without paying any more. Calling sprint customer service is free using a sprint phone and they have a 800 number if you're calling from a different phone. Personally as a Sprint customer this move makes me happy, it'll be that much easier to get through to someone when I have a legitimate customer service issue rather than having to wait on some dude calling up for the 10th time to argue over his bill. Although significantly less advertised this "firing" of customers happens in other companies as well. Most commonly in financial institutions. If you have a stock portfolio with a company and call up every day wanting them to look at a stock and evaluate it eventually if you create more costs than value they'll let you know they're no longer able to meet your needs and let you go.
See, that is why you are of above average intelligence. Reasonable people also escalate appropriately. If after, say, five calls they get no joy, you would expect them to start writing letters or talking to a solicitor to do such. They would not keep calling every day for a month. That is just obstinacy.
Ageism, Tibby? Look at these and any other PC forums; full of retard questions from teenagers; I remember some of yours. It's the products of the modern education system who can't be arsed to think when they can be spoonfed the answers. When 10% of your customer base take up 90% of the support budget it's sound economics to refuse their business. You can both cut costs and take better care of the rest.
Because with 53,000,000 customers, a tiny 1000 won't hurt them in the least, especially when you have to pay customer service reps to handle their rediculous calls when they could be helping other customers. And I bet if those people who got booted from Sprint were to try and convince others to boycott Sprint, they wouldn't get very far. If they're happy with the service, they are not going to listen. Hey, I resemble that remark! EDIT: I gotta stop walking away from a post for a half an hour before I finish my thought and submit........so basically, what the guy above me said.
