Sprint Continues To Improve Customer Experience In Their Call Center
Posted by Shannon Cherry on Mon, May 17, 2010 @ 01:27 PM
What's a telecom to do to keep up with an expanding product line, plan structure, and services to better serve customer's needs while also keeping call center agents up to speed? Sprint is meeting the challenge of a complex and ever-changing customer service environment for its expansive workforce and customer base.
Sprint needed a way to provide call center agents with accurate training and information on a continual basis without negatively impacting service levels to maintain its industry-leading pace of customer service improvements.
Since January 2010, Sprint agents and supervisors have completed thousands of hours of training. Agent productivity has dramatically improved, as well as critical measurements such as First Call Resolution and overall customer satisfaction. Supervisors can quickly identify and target performance deficiencies and send additional training to individual agents - as well as to specific groups - providing consistent, accurate information to agents on a global basis. Sprint's ability to train in such a way was enabled by the launch of Knowlagent's training product to Sprint's global workforce. This launch is one of the largest installations of call center on-demand talent management technology to date.
For more on Knowlagent's call center management software and its key new partnership with Sprint, be sure to check out our upcoming free webinar, 'How Sprint Resolves FCR Once and for All' to be presented from 2 to 3 p.m., ET, Tuesday, May 18, 2010. Attendees will learn how Sprint connects key drivers to service issues; links agent performance, development and FCR measurement; and manages a distributed workforce across a large number of vendors. Register now!
To hear Sprint's perspective, read their recent press release.
Image by sanberdoo.