In the first reorganization since being acquired by Japanese carrier SoftBank, Sprint has announced that they'll be cutting around 800 customer support positions. According to Sprint, the cuts are not only courtesy of the recent shutdown of the iDen network acquired from Nextel and the associated reduction in those users, but because customer complaints are down and customer satisfaction is up -- requiring fewer workers. According to Sprint, the cuts are "organizational adjustments being made to meet the changing needs of our business" as the company continues building out their LTE network.
I found that Sprint's roaming contracts aren't always in good condition. It's common for a phone to constantly flash "Authentication failed" outside of urban areas. There may also be a very tiny data transfer limit (like 8 MB) and you get temporarily banned after hitting it.
Title says it all. Where are these support reps being moved to???? And 800 is a LOT of people to get rid of just because iDEN is shut down. Sprint still has massive issues with their current network and support. Also they well tell MVNOs that they can provide support for their customers as well. All outsourced?? YEP! along with these jobs.
Not likely Japan. Its as expensive (if not more expensive) than the US. I wouldn't be surprised if SoftBank's own call centers are in the Philippines or Malaysia unless they don't have any Japanese speaking contacts there.
I'm sure customer satisfaction is up if you don't include the 2 million customers who bailed on sprint. I'm sure that softbank has the will and resources to fix sprint but the real question is will customers give them another chance.
Yep, they lost tons of customers that didn't want to switch from Nextel to the CDMA Sprint network. Which is kind of funny because one analyst I saw quoted somewhere said that they weren't sure where the other big 3 carriers were going to get new customers from now since Nextel is dead and there's no one left to poach.
I bet Rio Rancho, NM call center is going to get the axe. The City is just about out of any employment opportunities there. HP is also in Rio Rancho and soon it will go too. Where are good jobs going to come from?
Fire some employees so that we can get those numbers down to acceptable levels.
Alternatively: Because we lost 2 million subscribers in a single quarter, we have call centers filled with employees fighting over calls - but we don't want to remind shareholders that we suck balls. So...blame it on our excellent customer service.