That my friend is a training, and management issue.

Some of the issues I would change with Sprint is customer service, and not by CSAT scores that effect pay. CSAT is not measured correctly, and I feel it's unfair to a lot of reps that DO try hard, to make a change.

Reports, is another issue with Sprint. The reports, for the exception of sales and very few others always seem to be behind.

Training, is a HUGE problem I would correct. For the new reps that are not as savvy, I would make sure the non-savoy are at least knowledgeable of the selling product, ALL working tools, directories, etc.

Management, have a managing system that WORKS.