Brief Proposal of Research - Brief Proposal of Research The...

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Brief Proposal of Research The company chosen for the topic of discussion is Sprint Corporation, located in Kanas City, Kanas. Sprint is the third largest cell phone company in the U. S. A. Sprint offers prepaid and postpaid cell phone service, mobile broad band service. Sprint currently has 19 call centers in the United States. Sprint also has a few call centers outsourced in the Philippines. Sometimes problems with billing, sale interaction or customer service experience will arise causing a customer to become frustrated with the concern. This when the customer wants to escalate, threaten to contact Corporate or write the CEO the company. Then the customer concerns are direct to the Executive Response Team. This department is the focus of my discussion. The Office of the CEO currently handles escalations that are sent via or cases sent by other departments. An agent can handle anywhere from 20 to 30 case in an 8 hour day depending on the volume. However the actual amount of cases being work is 5 to 15 cases in an 8 hour day. Some agents will hold on to a case, pull easy cases to work, or escalate customer concerns to the subject matter expert because they no longer want to deal with the customer. No matter how many times the supervisor mentions the agent has been on one case too long excuses are made as to why their still on the same case. Problem Statement In my department we are pretty much self-management, however most of the agent have a problem with managing time. Another issue in our department is when engagement is need, sometimes the on the supervisor on duty will push our concern to the other supervisor. We can began engagement with her and she in turns will say go ask the other supervisor to see how she wants it to be addressed.
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