sprint welcome call
Yay for CSAT!
Haven't you ever removed the "Disable NAI Functionality" feature in SNAP before if you seen it on an account? Sure, you have to call an NSS rep to have it put on the account to begin with, but once it's there, you can remove that too. Same thing with the "CDMA Welcome Call" feature.
For those reps that need babysitting, I'm sure the welcome call saves Sprint a lot of money and customer frustration. For reps that know their stuff it's an annoyance to their customers, "oh, btw, you'll be getting a call to make sure your account was set up right."
Then, even if you set it up right and to the customer's wants, the welcome call people will try to upsell still more stuff the customer already declined. If *anything* is changed at all, it hits that rep and store's metrics.
If the sales rep did his/her best in catering to the customers need (not wants), the customers would not change even if welcome call reps strut their way to change anything on the account.
People who doesn't like welcome calls are most likely to slam.
I do my job.
It can also mean the welcome call rep upsold the customer something they don't want or need or removing something they did want after scaring them with inflated tales of proration.
As someone very experienced and skilled at their job, I just don't trust some random person with less experience and accountability.
If they are done properly they can actually benefit the customer. I used to do welcome cals for Verizon. We didn't try to sell services though, thats kinda stupid for a welcome call. Our purpose was to make them feel welcomed and to veirfy there account information and make sure thier plan and everything was setup correctly. Because we ALL know store reps like to add options to plans that customers did not ask for.
It would make even myself, as a consumer, happy to know that my account is being double checked over so I'm not in for some crazy bill when my cycle finally ends after having set up bran new service.
Sprint DOES upsell on their account. And furthermore, when I go over the 2 yr CSA with a customer right after it prints out, I've basically done the welcome call myself.
I have also completed the welcome call for a handfull of my friends that I have activated and they have never once attempted to upsell me on anything except insurance. I think they do that because most customers say the reason that dont have TEP is because they were never told about it, and customers with TE...