Forgive me if this has been posted in the previous 80something pages... but just incase it hasn't a supervisor just gave us details:
For employees: Search KMS document "High Frequency Caller"
A summary for non-employees (system won't allow a copy and paste, sorry)
Quote:
* Effective 6/25/07
* Customer must have called in atleast 90 times within a 6 month period
* Or an average greater than 15 times per month
* Customer must have no current service, billing or network issue on their account
* Customer is sent a letter stating a violation of their terms and conditions and Sprint's intention to terminate their contract within 30 days.
* Account balance Zero'd out and no ETF
* If customer wants to port their number, it must be done within the 30 days
Employee Actions Include:
1. Do not engage the customer in non-Sprint related conversation - simply confirm the information that the customer was sent
2. Do not attempt to save these customers
3. Do not transfer these customers to Account Services (Retention) to be saved
4. Do not reactivate the cancelled accounts for the customers
5. Do not establish a new account for these customers
Inform the customer to call the specific toll-free number that was given in the letter and attempt to end the call as quickly as possible. If during normal business hours, cold transfer the customer to the number immediately (877-527-8405).
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