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Sprint to Slice 800 Customer Service Jobs

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Open Letter To Daniel R Hesse & Bob Johnson

by MadFatMan    Aug 29, 2013, 2:03 PM

Mr. Hesse & Johnson,

I fail to see the intelegence in your business model. Especially when the primary differentiation between carriers is the human interaction. Thats what you sold to your employees for years.

Im sorry, if a warm blooded person on the other end of a conversation may of jeopardized your $10M in executive bonus (thats just Dan alone). This move is completely short sighted for the short term gain. I dare say, any one front line repersenative works harder for their starting $12/hr with ever fleeting "bonuses" in 40 hours than you or Mr Johnson does in the same week (thats if you work 40 hrs a week). This may be absurd, but if the "high-level thinking" that your position calls for requires you to be compensated $10M/yr then maybe youre not the best value for Sprint. Thats okay, youre not only entitled but youre protected. Yourself and Bob are in the good old boys club. Yourself having hopped from ATT to Embarq to Sprint together with Nextel to now just plain Sprint.

I thought that YOUR job when you woke up in the morning above and beyond maintaining an acceptable operational margin for the stake holders was to make sure the 16k Sprint employees still had a job before you went to bed at night... How did you sleep?

What a way to congratulate HARD WORK and getting CSAT, FCR, Net promoter score, Issue Resolve, save rate, churn, adjustments, and so on in line than to replace that person's job with an IVR (not even out sourced).

Competition is fierce! Everyone including the MVNO's are selling the same equipment now. The margins between quality of service are closing in. The customers are getting more and more savvy, and there are NO MORE NEW CUSTOMERS! You are simply passing the same customers back and fourth with your competitors. With the cellular industry becoming near perfect competition you lay off/ fire/ terminate 800 workers that touch and build relationships with your corporate life blood.. the customer then you
give thhose same customers an IVR instead of a relationship building human voice. Did Bob Johnson your Cheif Financial Officer and Cheif Information Officer tell you that this was a good idea or was it Softbank?

I wasnt casualty of this recent decision so that is not my motivation. Layoffs are apart of business I get that. But to drive a person to improve service to the point where if they achieve their goals they have worked themselves out of a job? Thats just plain wrong in anyone's book.

I was a huge fan of the two of you, I thought this is what Sprint needs. I pushed the agenda that you were the good guys both internally and externally from yourr on boarding to here recently.

It may of not been either of you but someone failed and the wrong people got punished but with your titles and associated comp packages you're both accountable.

I'm fully aware that involuntary attrition may be necessary, lay offs are apart of corporate life but the reason given in THIS case was a raw deal especially when I am fully aware of how these front line people had been pushed to meet the metrics to make this schrewed business decision possible.


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