Call Center 2.0

How Sprint Resolves FCR Once And For All

  

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In addition to the millions of customer calls, dozens of call centers and thousands of agents, Sprint merged with Nextel in 2007, a move that was disruptive to both its customers and workforce. The result was longer wait times, short-staffed centers, inexperienced agents, and low FCR and customer satisfaction scores.

"We wanted customer service to be a reason why customers chose to come to Sprint," said Chad Marshall, Sprint Customer Care Manager. "Every employee in the company was given the challenge to improve customer satisfaction."

With Knowlagent's RightTime^TM engine automatically pushing training to agents during unscheduled downtimes, Sprint was able to deliver more training to one site in just five days than was previously delivered in a month with a manually scheduled system.

"Until there is a way to forecast supply and demand perfectly for calls and agent availability, there will always be pockets of available time," said Marshall. "Before Knowlagent, we had to manually schedule training time, which is difficult because you don't know how many calls will be coming in and exactly who will show up for work that day. Knowlagent gives us the ability to watch that in real-time and take advantage of it consistently across all of our centers."

Replay the webinar or read a written synopsis to hear more of Sprint's experience in tackling First Call Resolution and delivering training to call center agents' desktops.