Sprint Names New CEO

Sprint named Dan Hesse as its new CEO, replacing Gary Forsee who was effectively fired in October. Dan used to be the CEO of Embarq, which was formerly Sprint’s local telephone division. 1997-200 he was the CEO of AT&T wireless for 3 years and worked there for a total of 23 years. He left that job to join a Seattle tech startup,Terabeam, which made free-space optical transceivers for Internet access in city downtowns. So the dude is has got some chops. Will his combination of experience and innovation be just what Sprint needs to staunch its subscriber base hemorrhaging? According to this Bloomberg article, Hesse helped slow profit bleeding at Embarq by closing call centers and creating service packages. In Sprint’s case, however, he needs to open more call centers. We shall see.

Sprint Names Hesse to Replace Forsee After Defections [Bloomberg]

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  1. warf0x0r says:

    1997 to 200… That means he’s CEO’ing into the past, putting right what once went wrong and hoping that his next leap will be the leap home?

  2. costcolio says:

    C/S at this company is the absolute worse experience imaginable. Its like they are pushing their customers out the door. If it was not for the consumerist hotline or executive services this company would be in bankruptcy!

  3. TsarBomba says:

    Actually, I’m not so sure he needs to open more call centers. He just needs to retrain the csr’s and provide them the support they need.

    From today’s WSJ:

    “The Wall Street Journal described the company’s “inferior results” on customer service, pointing out that Sprint resolved only 53% of problems on the first call, compared to 71% for T-Mobile USA, even though Sprint has nearly three-times as many care specialists.”

  4. MoCo says:

    He needs to close the call centers in the PHILIPPINES. My dog is brighter than that bunch of completely ignorant women who answer the phones at the call center in the PHILIPPINES.

  5. comopuedeser says:

    Empower your CSRs. Lose money in the short-term to serve the customer. Earn lots of money in the long-term by customer retention.

    If you customers love you, they will be the best marketing/advertising team you could ever have.

  6. Nighthawk Foo says:

    Can someone please proofread this posting? There are grammar mistakes all over the place.

  7. BigNutty says:

    Hopefully he opens more call centers in the U.S.

  8. savvy999 says:

    Says bigshot analyst: ““the big issue is re-addressing the company’s marketing strategy. They have a strong handset lineup, but they really do not have a strong marketing message.””

    Um, no. Sprint has shitty phones, shitty reception, shitty terms of service that lag behind every other cell company, and shitty customer service when everything mentioned above falls apart. Oh, and the Sprint website blows too.

    Here’s a hint– more towers, less restrictive locked-in plans, receptive and knowledgeable (= well paid) CSRs, sturdier hardware, and a website that is actually informative.

    It’s not the message, it’s the entire product, you meatheads.

    (from a former Sprint customer, as of TWO HOURS AGO… Happy No-More-Sprint-Day to ME!!!!!!)

  9. ryatziv says:

    @ savvy999: many Sprint plans include roaming onto Verizon for free. Sprint’s reception is just as good, if not better than, Verizons.

  10. dotyoureyes says:

    @TsarBomba: That’s absolutely right. Sprint doesn’t need more CSRs, they need better CSRs who are empowered to solve problems instead of simply reading off a script, and they need a computer system that actually fixes problems, instead of preventing CSRs from helping customers.

  11. Keter says:

    I dunno about the Sprint-bashing. I’ve been pretty happy with them so far — about 6 months now. Bills have been as expected, payments credited as expected, and they handled two instances in which I was sold the wrong thing (rep’s fault) without a hitch. My reception is great; I’ve only had one instance where I couldn’t get signal and NO dropped calls. I have cellular broadband through them, too, and it is consistently great. I’m crossing my fingers that they’ll stay this way, having had rather unfortunate experiences with Verizon (double billing for over a year) and AT&T/Cingular/AT&T (failing to credit payments and poor reception).

  12. Musician78 says:

    That dude has a less than trustworthy look in his eyes. Perfect CEO material.

  13. tmbg47 says:

    Anyone else think he looks a lot like Alan Colmes?
    Colmes image for reference
    (here’s hoping I can put tags in these things)