Learn how The FISH! Philosophy helped Sprint Global Communication Services transform their call centers into a place where you can “hear the smiles in the agents’ voices”.
Sprint Global Communication Services
Sprint Global Communication Services helps Sprint’s long-distance customers get connected around the world through more than 1,000 employees in seven call centers across the country.
Call-center phone agents handle 500 – 800 calls per day, each one averaging about 30 seconds. People learn the job so quickly that the work almost becomes second nature and since they get the same kind of calls over and over again, the boredom factor can set in quite easily. Furthermore, casual dress was reserved for Friday, laughter in the office was generally a no-no, and retention was an impossibility. In short, Sprint had a lackluster work environment and customers knew it when calling in.
- Re-energize the culture.
- Help phone agents “Be There” and stay focused on their customers and colleagues.
- Release the pressure of a highly-stressed work environment.
- Avoid the “Flavor-of-the-month” syndrome.
- Increase retention.
“I’ve been in the call center business for 37 years and I’m living proof that you can change. The past few years have been the most energizing of my career.”
– Mary Hogan, Manager
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