08/21
Have worked in local call-center for Bremerton, Washington for 10 months. Over this time, I have seen a lot of good reps be sent out for supposedly not providing good customer service while on the phones to the customer. How are we as Reps of Sprint, to make every call 100% Issue Resolution yes when we both know at times we are not going to be able to make the customer happy. We can escalate the call to Supervisors, if we can find them, but if they are not able to get the ir yes, some of those Sup's make you feel like it was the Reps fault for the ir not being gained. Another thing; why are some Reps who have been on the floor for months, been doing the job required by Sprint in providing the best service possible to Sprint customers, be mistreated? How can the employer state you do not know your job and your doing the job wrong? We need to see how we can correct this. Also, how is it that when our supervisors tell us we are not up to par with supposedly Sprint Standards and have been told to have the Supervisors remove us off the phones and tells us to Grasshopper in with other Reps, then the Supervisors go against Sprint, puts us back on the floor taking calls while stating, "what Sprint does not know, will not hurt them". Is there setbacks for us as reps for this call center's actions?
Another question: Why were our hugs removed for selling so many cell phones to customer's? Customer's appreciated us as Reps in letting them know when they were eligible for upgrades. Doesn't Sprint realize, that some of the Reps here in Bremerton, rely on these hugs as supplement monies we bring home to care for our families. Having lost these hugs for the last month has hurt financially. What incentives are there for the Reps now? What incentives were there, bonuses or internal interval salary increases are not happening. I feel we have been screwed as Reps wrongly and need to bring back the hug program as an incentive. We the Reps are constantly being bombarded and put down and harassed by customer's while taking calls. The least Sprint could do, is back the Reps up, let us know you care, and are going to take care of us at Bremerton instead of making us all feel you just want to make the all mighty dollar and do not care how its made or how many Reps you destroy or take down to accomplish this feat.
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