Wednesday, November 11, 2009

Do Well and Put Yourself Out of a Job

This week Sprint announced layoffs of another 2,000 to 2,500 employees. On the surface you'd think Sprint management was responding to the overall loss of customers from the last quarter or the general drop in the economy. But no. Sprint claims that customer service agents have done such a good job, they don't need as many customer service agents.

  • "Sprint has seen a notable reduction in calls per subscriber to customer care and increased customer satisfaction resulting from customer service improvements for seven sequential quarters. In this period, the company has been able to discontinue the use of 27 call centers as call volume has decreased in the wake of service improvements."
Ah yes, no good deed goes unpunished.

Sprint still has a good network and we salute all the Sprint people who have made being a Sprint customer a better experience. Now that Sprint is only losing thousands of customers each quarter, they don't need you any've done your job too well.

Give me a break.

1 comment:

William said...

I wonder if they considered that longer waiting times to speak to a representative would be a hindrance to customer service. It's ridiculous.