Sprint changed all those numbers because people were calling ATS who had no business calling it. Other departments were giving out the ATS number to people who had no buiness calling it.
This caused overload for ATS reps, increasing the waiting time to sometimes over an hour!
Imagine having to deal with billing questions when you are suppose to be taking calls to troubleshoot PDA and Blackberry and Connection Cards !
What a waste of time and knowledge when a customer service rep has more experience in dealing with billing questions!
So, the hold time increased dramically when trying to reach a rep that can fix your connection card, or pda.
I'm an ATS agent stuck on resolving a BILLING issue when the calls are deep into over 200 calls waiting to be answered when the BILLING issue call SHOULD HAVE BEEN connected to customer service: not ATS.
The NORMAL time for an ATS issue to be troubleshooted over the phone is anywhere from ten minutes to 3 or more hours! Imagine having to wait over an HOUR to even REACH an ATS agent and then, spending an hour or MORE actually troubleshooting the device.
That is what this thread caused. And THAT is why sprint changed all those numbers.
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McGirk Posts: 2411
Phone Model: AX380 Wave
Service Provider: Alltel
Wed Jun 18, 2008 8:48 am
I don't disagree that you should not have been handling billing issues, which is certainly not the role of any technical support agent, but I think you overestimate the number of users of this site if you think we caused most of that backlog.
mym77 Posts: 1
Thu Jul 31, 2008 7:42 am
Sprint's retention line on this site was wrong. The correct number is 1.866.267.7139
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