Sprints $3 Rule Is The Average, Not Per Call

We’re guilty of spreading disinformation; Sprint’s $3, seven-minute rule is the average customer service reps shoot for, over time. It’s not per call, as we’ve been trumpeting (out our ass, it seems) in our headlines. Kevin writes:

Basically it’s averages, not each specific call; their goal is to average a $3 credit per call and to have an average call time of 7 minutes. Now that doesn’t sound like a lot but for every person that calls up with a big billing problem that needs a $200 credit and is on the phone for 45 minutes you can get 20 or 30 calls of people just checking how many minutes they have left, want to know their account balance or change an address. All of those are quick, and don’t require credits. Policies like these are in use at call-centers for just about every company and are certainly no excuse for denying a customer the time or money needed to rectify a problem.

That certainly makes a lot more sense, and sounds less sinister, despite our pictures of Ebeneezer Scrooge and Soviet anti-capitalist posters. Consumerist, stop railing the Kooll-Aid! It’s metrics, not evil… but wait, their customer service still sucks. Oh yeah, right. Bring back that puppy, we’re not done kicking it. — BEN POPKEN


Edit Your Comment

  1. Skeptic says:

    Yes slightly less sinister.

    However, Sprint still has an over all quota that CSRs aren’t allowed to go over no matter how right the customer is so CSRs have nothing too loose by towing the corporate line by saying “No” to legitimate requests for credit and everything to loose. I’d think they hoard their credit quotas and cower in fear of days when Consumerist posts How Tos on getting out of Early Termination Fees.

  2. mad_oak says:

    Ok… Who thought the $3 per call was a maximum? Anyone?? Anyone?? Beuller??

  3. bndocksnt says:

    Quick thought for you Ben, “disinformation” is purposefully spreading information you know to be false. You operated with a clear conscience (one hopes) so the worst you’re guilty of is a little sprinkling misinformation.

    Thought you could use some warming words, keep up the good work!

  4. Anonymously says:

    It still means that if the CSR could lose their job for helping too many customers with legit claims.

  5. r3m0t says:

    I realised that in your original post.

    The problem is that the limit doesn’t take into account actual, you know, rights. I mean, what if a CSR gets two “billing adjustment” calls in a row (or almost in a row)? They’re going to be feeling pretty skittish for the second one, aren’t they? After all, if they adjust above average – purely because they recieved certain calls – their card might not work the next morning!