BSS (inc. billing, revenue assurance)

Sprint Touts Customer Experience

OVERLAND PARK, Kan. -- For eight straight quarters - or two years - Sprint (NYSE: S) has not only focused on improving the overall customer experience, but has succeeded. The improvement in Sprint's customer satisfaction scores, as third-party studies now validate, is a result of introducing its best-ever handset lineup with Android phones HTC Hero and Samsung Moment, simplifying cell phone plans with Any Mobile, AnytimeSM and Everything Data, and offering 4G service in 27 markets - the only national wireless carrier to do so.

But another key part of Sprint's success in improving critical measurements such as first call resolution of customer issues and calls per subscriber, has been the performance of its Care agents. The technology and training Sprint's Care agents receive play a big role in Sprint's industry-leading pace of customer service improvements. That's the reason the company is partnering with Knowlagent, a leading provider of call center talent management solutions, to deploy technology that delivers training directly to call center agents' desktops during periods of time when there is excess agent availability between calls.

Knowlagent's technology, RightTime(TM), will not eliminate the traditional classroom training Sprint Care agents already receive, but rather it will find agent idle time to push out training sessions about Sprint's new policies, programs and procedures. In addition, when agents need to take a course, they will receive a pop-up on their computer directing them to complete their assigned training. The goal is to ensure agents always have access to the training they need to continue improving interactions with Sprint customers.

"We know based on both external and internal surveys, as well as direct feedback from our customers, that our agents continue to get better in areas that are critical to our business, such as first call resolution and customer satisfaction," said Bob Johnson, Sprint's Chief Service Officer. "What's more, with Knowlagent's state-of-the-art technology, we are able to quickly target any needed training or send important information alerts to both individual agents as well as specific groups. This dramatically improves the productivity of our agents and allows them to promptly receive the information and training they need in order to respond to and better serve our customers."

Sprint Corp. (NYSE: S)

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