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Date of post: 11/11/2006 10:48:06 AM
Subject: I'm a Sprint CSR, loud but not proud.
Posted by: anonymous
You better believe it. I work for sprint as Customer Care Representative. And as what you would suspect, yes, I come from a different country, and so therefore I am foreign to you.
I am posting this message because I want sprint consumers to understand many things about the Customer Care Reps who recieve their call... and that NOT ALL sprint employees are loyal, faithful dogs, obviously.
Before you start nagging and dumping your frustrations on the CS agents that take your call, please think again. EVEN WE ARE VICTIMS. Our performance are measured on a daily basis and are rated in Scorecards indicating their corresponding averages in terms of Call Handling Time, Sales goal (per week), Attendance and Issues Resolved-- just to name a few. All our calls are closely monitored and even our bladder breaks are kept at close watch and the minutes you were gone from your seat are deducted from the paid coffee breaks that we are entitled to.
A friend and colleague of mine was actually terminated because she happen to have peed in her pants while engaged in a call and couldn't hold it any longer because she used to have a catheter from childbirth several years back, long before Sprint was in my country. The catheter experience made her insensitive in controlling her pee. She had to leave the customer hanging on the line and dash off to the toilet.
But going back, what happens when we do not meet our goals, like for example in sales? Our chances of getting a salary increase is hampered. Our career growth comes to a hault. And even worse, we are made to go on forced overtime with varied number of hours! Sure, we get paid for those overtime. But do you think a few bucks is well worth the cluster headaches we had to endure from angry pissed off customers? NO!!!! But can i really blame the anger of these customers? That's an even bigger NO!!!
There are several times when I hated Americans for their rude, impolite and arrogant manners in asking for Credits, favours to have their Vision Unlimited removed, block premium services, etc etc. I thought, hey, excuse me, but were you asking for MY HELP? Were you asking to be credited back $2.99 for this stupid ringtone you said you never downloaded when its detected in the Usage History ? If you want my help, ACT LIKE IT!!! The customer is always right, but disrespect towards a fellow human being is NEVER RIGHT. Yes, we do represent the company. BUT AS INDIVIDUALS, WE ARE NOT SPRINT. As human beings, we deserve to be treated with respect, especially if you are the one who is only asking for a favor to be credited back your money.
And if your account has been screwed up, or if your credit hasn't been applied ask yourself why. Did I talk to the person who has the power to give me the credit, in a proper civil conduct? Vengeance is a potent venom.
Keep in mind that we are only middlemen between consumer and the Sprint company. That's two opposing forces that we are constantly compromising everyday, every hour for every call. All the pressures are on us CSR agents. And I can respect your frustrations regarding your account. But know, that while we work for Sprint, we too, are compromising some of our values everytime we humble ourselves for the mistake of a previous representative who made a mistake on your account. We can get terminated for not meeting our Sales goal on a regular basis, or happen to be absent because we have already gotten sick from too much stress because we are between an upset, arrogant bitching customer and a hideous greedy monster called Sprint.
We allow ourselves to be degraded everytime we get cursed at, yelled at, only because we are required to make a sale. We add Vision to your account without your knowledge because you yelled at us, cursed at us and even called us stupid idiots. You just never know this, but there is a damn good chance that we have earned our College degrees when you could have even barely finished your highschool and so you can't even spell your street address when we help you process your card payments. And your $5 payment processing fee is waived not for the type of credit class that you have, but in the way that you speak to us. Therefore, if you have a sound conscience you would know, if you deserve to get free payment processing fee, or get whacked everytime instead.
We promise you credits that you will never ever see because you called in so angry and sounding so arrogant like the world owes you its existence, and it is my fault because I happen to have received your call.
All throughout my stay in Sprint I understood why the world is full of hate. I understood, why there is racism. I understood why there is fraud. I saw the line between the rich and the poor, the soldier ants from the worker ants.
Two things that I have discovered about the primal nature of humanity since I joined this company--Greed and Hostility. And right now, I have no intentions of being the Sales Coach in this company, for I am, a lowly, simple-hearted worker ant who simply shows up everytime at the right time and leaves without a trace. And I'm happy that I have just the right money for my measured needs and simple wants.
It is your call, if you shall judge this message as a form of betrayal to my company, or a racist comment against Americans, or maybe, just maybe, I'm just plain old pissed at the roles that you and I are expected to portray.
I shall hear from you again, tomorrow when I go back to work.
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