Sprint customer service reps can only fix 53% of of customer problems on the first call, according to an internal company document viewed by the WSJ. In contrast, T-Mobile has a 71% first-call fix rate, despite Sprint having nearly triple the amount of CSRs. That is really bad. Why is Sprint’s customer service so bad? Do they just hire incompetent people? Are they too focused on metrics, where the most important thing is that they spend the least amount of time on a call as possible? Are the reps underpaid? What, oh, what, is at the root of this customer service conundrum?
