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Location of Sprint Customer Support

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Anonymous
March 17, 2005 11:40:08 PM

Archived from groups: alt.cellular.sprintpcs (More info?)

Is Sprint Customer Support and Technical Support located in the USA, or do
they outsource this function to another country like ATT?

-mij

More about : location sprint customer support

Anonymous
March 18, 2005 8:26:21 AM

Archived from groups: alt.cellular.sprintpcs (More info?)

In article <IYs_d.113099$bu.57794@fed1read06>,
"Mij Adyaw" <mijadyaw@nospamforme.com> wrote:

> Is Sprint Customer Support and Technical Support located in the USA, or do
> they outsource this function to another country like ATT?

My guess is somewhere in the south based on the accents they always seem
to have.

....but then, I've heard that people in India who can fake an accent get
paid more :) 

/tommy
Anonymous
March 18, 2005 8:26:22 AM

Archived from groups: alt.cellular.sprintpcs (More info?)

tommy wrote:

>>Is Sprint Customer Support and Technical Support located in the USA, or do
>>they outsource this function to another country like ATT?
>
>
> My guess is somewhere in the south based on the accents they always seem
> to have.
>
> ...but then, I've heard that people in India who can fake an accent get
> paid more :) 

Seems to me that level-2 support is domestic, while much (but not all) of
level-1 support is outsourced. I did talk to a level 2 rep today who is at a
call center in Oklahoma. :) 


--
JustThe.net - Apple Valley, CA - http://JustThe.net/ - 888.480.4NET (4638)
Steven J. Sobol, Geek In Charge / sjsobol@JustThe.net / PGP: 0xE3AE35ED

"The wisdom of a fool won't set you free"
--New Order, "Bizarre Love Triangle"
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Anonymous
March 18, 2005 3:47:53 PM

Archived from groups: alt.cellular.sprintpcs (More info?)

"Steve Sobol" <sjsobol@JustThe.net> wrote in message
news:D 1dpdn$gka$1@ratbert.glorb.com...
> tommy wrote:
>
>>>Is Sprint Customer Support and Technical Support located in the USA, or
>>>do they outsource this function to another country like ATT?
>>
>>
>> My guess is somewhere in the south based on the accents they always seem
>> to have.
>>
>> ...but then, I've heard that people in India who can fake an accent get
>> paid more :) 
>
> Seems to me that level-2 support is domestic, while much (but not all) of
> level-1 support is outsourced. I did talk to a level 2 rep today who is at
> a call center in Oklahoma. :) 
>
>
> --

Incorrect. All tech support is located in the US. The people you are
reaching with foreign accents are sitting next to me, in the US.

Leisa
Anonymous
March 18, 2005 5:24:06 PM

Archived from groups: alt.cellular.sprintpcs (More info?)

"Mij Adyaw" <mijadyaw@nospamforme.com> wrote in
news:IYs_d.113099$bu.57794@fed1read06:

> Is Sprint Customer Support and Technical Support located in the USA,
> or do they outsource this function to another country like ATT?
>
> -mij
>
>

First level is in India
Anonymous
March 18, 2005 5:24:07 PM

Archived from groups: alt.cellular.sprintpcs (More info?)

"Ski" <ski@nospamtoday.com> wrote in message
news:Xns961D411EA2ECAMeeenospamtodaycom@207.217.125.201...
> "Mij Adyaw" <mijadyaw@nospamforme.com> wrote in
> news:IYs_d.113099$bu.57794@fed1read06:
>
>> Is Sprint Customer Support and Technical Support located in the USA,
>> or do they outsource this function to another country like ATT?
>>
>> -mij
>>
>>
>
> First level is in India

No, it's not. India handles offline support, they do not take customer
calls.

Leisa
Anonymous
March 18, 2005 5:24:08 PM

Archived from groups: alt.cellular.sprintpcs (More info?)

Leisa wrote:
> Ski wrote:
>> First level is in India
>
> No, it's not. India handles offline support, they do not take
> customer calls.

Leisa, I don't understand. I have gotten Indian CSRs
_multiple times_ after calling the standard Sprint toll free
number recently.

I have been trying to correct a _recurring_ billing problem.
(Wrong 4 months in a row, previously right for 9 months.)

The Indian CSRs are polite and try to be helpful, but so far
they don't seem to know much about anything. Posters in this
NG have recommended asking for employee id and call center id
when the CSR has worked on a problem. They don't seem to know
how to respond to that question. And they haven't fixed the
billing problem.

I thought a post a long time ago said that the caller is
sent to different call centers based on the time of day
that the call is made.
Anonymous
March 18, 2005 6:51:37 PM

Archived from groups: alt.cellular.sprintpcs (More info?)

ll wrote:
> Leisa wrote:
>> Ski wrote:
>>>First level is in India
>>
>> No, it's not. India handles offline support, they do not take
>> customer calls.

> Leisa, I don't understand. I have gotten Indian CSRs
> _multiple times_ after calling the standard Sprint toll free
> number recently.

That may be, but, have you stopped to think that Indians, with Indian
accents and trained with basic technical skills, have been working IN
the US as well? Where I live, quite a few Indian people live and work
here. Not EVERYONE is Indian of course, and it's certianly not a
majority of the people in this area, but there are a sizeable number.


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Anonymous
March 18, 2005 6:51:38 PM

Archived from groups: alt.cellular.sprintpcs (More info?)

Isaiah Beard wrote:
> have you stopped to think that Indians, with Indian accents
> and trained with basic technical skills, have been working IN
> the US as well?

I'm pretty sure that I read in the paper last year that the
federal government greatly reduced the number of H-1B visas.
I would be surprised if Sprint was closing entire call centers
(e.g., Osirius') and bringing in people on H-1B visas to work
at U.S. call centers.

It doesn't make financial sense. Clearly it costs Sprint less
(and that's probably the only thing Sprint cares about) to hire
that person in Mumbai than to bring them here to work in
(name of your favorite higher cost-of-living city goes here).
Anonymous
March 18, 2005 8:15:35 PM

Archived from groups: alt.cellular.sprintpcs (More info?)

"ll" <lkslittle@REMOVEcomcastTHIS.net> wrote in message
news:423B36A0.A0874936@REMOVEcomcastTHIS.net...
> Leisa wrote:
>> Ski wrote:
>>> First level is in India
>>
>> No, it's not. India handles offline support, they do not take
>> customer calls.
>
> Leisa, I don't understand. I have gotten Indian CSRs
> _multiple times_ after calling the standard Sprint toll free
> number recently.
>
> I have been trying to correct a _recurring_ billing problem.
> (Wrong 4 months in a row, previously right for 9 months.)
>
> The Indian CSRs are polite and try to be helpful, but so far
> they don't seem to know much about anything. Posters in this
> NG have recommended asking for employee id and call center id
> when the CSR has worked on a problem. They don't seem to know
> how to respond to that question. And they haven't fixed the
> billing problem.
>

Sprint has call centers outside the country that take regular customer
service calls. Sprint has call centers in India that handle email inquiries.
But tech support is in the US. Off the top of my head, I can think of 10
coworkers who were originally from Pakistan, India, Kenya, Puerto Rico,
Zimbabwe, etc, who work in tech support, but in Texas, not
India/Africa/wherever.And I know there are more of them than 10. It's never
a good idea to assume where someone is located based on their accents. I
have coworkers with strong "yankee accents", but they're still in Texas. We
usually have a good laugh whenever someone calls in and doesn't want to talk
to "someone in India" only to be told that they've reached a call center in
Texas.

It's sort of like the people who assume anyone working a graveyard shift or
weekends is a new employee. The truth is that the overnight shifts are a hot
commodity, and the most tenured reps are working those shifts, even if it
means having to work on weekends. In fact, in our last shift bid, most of
the people who got the weekends off are new hires, because no one wanted the
mid-shifts, regardless of the days off attached.

Leisa
Anonymous
March 18, 2005 8:18:31 PM

Archived from groups: alt.cellular.sprintpcs (More info?)

"ll" <lkslittle@REMOVEcomcastTHIS.net> wrote in message
news:423B4F4D.BECE2E5E@REMOVEcomcastTHIS.net...
> Isaiah Beard wrote:
>> have you stopped to think that Indians, with Indian accents
>> and trained with basic technical skills, have been working IN
>> the US as well?
>
> I'm pretty sure that I read in the paper last year that the
> federal government greatly reduced the number of H-1B visas.
> I would be surprised if Sprint was closing entire call centers
> (e.g., Osirius') and bringing in people on H-1B visas to work
> at U.S. call centers.
>
> It doesn't make financial sense. Clearly it costs Sprint less
> (and that's probably the only thing Sprint cares about) to hire
> that person in Mumbai than to bring them here to work in
> (name of your favorite higher cost-of-living city goes here).

The non-US natives I work with have been with Sprint 5-7 years, and in the
country longer than that. No one "brought them in" to work here. Many of
them have been with Sprint PCS since the beginning (the call center where
I'm located is the first one Sprint PCS opened.)

Leisa

Leisa
Anonymous
March 19, 2005 2:54:26 AM

Archived from groups: alt.cellular.sprintpcs (More info?)

"Leisa" <lei@spring.com> wrote in news:FsCdnS3Pl9gcv6bfRVn-gA@comcast.com:

>
> "Ski" <ski@nospamtoday.com> wrote in message
> news:Xns961D411EA2ECAMeeenospamtodaycom@207.217.125.201...
>> "Mij Adyaw" <mijadyaw@nospamforme.com> wrote in
>> news:IYs_d.113099$bu.57794@fed1read06:
>>
>>> Is Sprint Customer Support and Technical Support located in the USA,
>>> or do they outsource this function to another country like ATT?
>>>
>>> -mij
>>>
>>>
>>
>> First level is in India
>
> No, it's not. India handles offline support, they do not take customer
> calls.
>
> Leisa
>
> When I called on Christmas day I asked and she said a city in India
Anonymous
March 19, 2005 6:32:12 AM

Archived from groups: alt.cellular.sprintpcs (More info?)

"Isaiah Beard" <sacredpoet@sacredpoet.com> wrote in message
news:113mfqq612eok0f@corp.supernews.com...
> ll wrote:
>> Leisa wrote:
>>> Ski wrote:
>>>>First level is in India
>>>
>>> No, it's not. India handles offline support, they do not take
>>> customer calls.
>
>> Leisa, I don't understand. I have gotten Indian CSRs
>> _multiple times_ after calling the standard Sprint toll free
>> number recently.
>
> That may be, but, have you stopped to think that Indians, with Indian
> accents and trained with basic technical skills, have been working IN the
> US as well? Where I live, quite a few Indian people live and work here.
> Not EVERYONE is Indian of course, and it's certianly not a majority of the
> people in this area, but there are a sizeable number.
>

Most of the Indians around here own casinos.
Anonymous
March 19, 2005 10:55:33 AM

Archived from groups: alt.cellular.sprintpcs (More info?)

Leisa wrote:

> Incorrect. All tech support is located in the US. The people you are
> reaching with foreign accents are sitting next to me, in the US.

Customer service is outsourced to other countries, is it not?

I would be less annoyed about that if the woman I talked to the other day had
any decent comprehension of the English language... India used to be a British
colony, you'd think the reps over there would understand English better :p 

--
JustThe.net - Apple Valley, CA - http://JustThe.net/ - 888.480.4NET (4638)
Steven J. Sobol, Geek In Charge / sjsobol@JustThe.net / PGP: 0xE3AE35ED

"The wisdom of a fool won't set you free"
--New Order, "Bizarre Love Triangle"
Anonymous
March 19, 2005 4:56:34 PM

Archived from groups: alt.cellular.sprintpcs (More info?)

ll wrote:
> Isaiah Beard wrote:

> I'm pretty sure that I read in the paper last year that the
> federal government greatly reduced the number of H-1B visas.

Hmm, then it may shock you that... look out now!... some people are
Indian, and are *permanent residents*. A few are even *gsp!* US
CITIZENS! I know, that's tough for your little head to handle, but it's
true. :) 

> I would be surprised if Sprint was closing entire call centers
> (e.g., Osirius') and bringing in people on H-1B visas to work
> at U.S. call centers.

The call centers were closed, there's no denying that. However, they
didn't exactly OPEN new call centers either, except for Indian CS
centers to handle web support, as mentioned previously.

I remember reading that existing, still-open call centers were enlarged
and the remainder of the slack was picked up by people using online
account access as well as by the ever-indomitable Claire, who despite
everyone's dislike of her, does manage quite a few routine requests
without CS intervention.




--
E-mail fudged to thwart spammers.
Transpose the c's and a's in my e-mail address to reply.
Anonymous
March 20, 2005 6:27:41 AM

Archived from groups: alt.cellular.sprintpcs (More info?)

Well, you see Injia stopped being part of the commonwealth quite some
time ago. Their grasp of the King's English has suffered greatly since.
However, even the British sometimes have a devil of a time
understanding what the Yanks in the States pass for English.
Anonymous
March 20, 2005 5:40:39 PM

Archived from groups: alt.cellular.sprintpcs (More info?)

"Jerome Zelinske" <jeromez1@earthlink.net> wrote in message
news:N46%d.265$H06.129@newsread3.news.pas.earthlink.net...
> Well, you see Injia stopped being part of the commonwealth quite some
> time ago. Their grasp of the King's English has suffered greatly since.
> However, even the British sometimes have a devil of a time
> understanding what the Yanks in the States pass for English.

And ... one could say visa-versa as well

Bloody Hell :) 

Bob
Anonymous
March 20, 2005 5:45:57 PM

Archived from groups: alt.cellular.sprintpcs (More info?)

"Bob Smith" <usirsclt_No_Spam_@earthlink.net> wrote in message
news:HXf%d.1199$Vi3.1177@newsread3.news.atl.earthlink.net...
>
> "Jerome Zelinske" <jeromez1@earthlink.net> wrote in message
> news:N46%d.265$H06.129@newsread3.news.pas.earthlink.net...
> > Well, you see Injia stopped being part of the commonwealth quite some
> > time ago. Their grasp of the King's English has suffered greatly since.
> > However, even the British sometimes have a devil of a time
> > understanding what the Yanks in the States pass for English.
>
> And ... one could say visa-versa as well
>
> Bloody Hell :) 
>
> Bob

Thought you folks might enjoy this link I came across about CS outside of
the states - http://toons.today.iwon.com/client/iwn/db/

Bob
Anonymous
January 11, 2010 3:32:10 PM

Sprint first level today Mark, told me he was in the PHILIPINNES, after I accused him of being in INDIA.

Leisa is a liar sprint employee.

January 12, 2010 2:43:35 AM

Hey DumbA$$, you think perhaps that she made the statement about half-a-decade ago may affect why her statement no longer hold's true !?! [:thegreatgrapeape:6]
January 12, 2010 2:43:51 AM

This topic has been closed by TheGreatGrapeApe
!