Sprint

Work Performed

In support of Sprint’s Unified Billing System initiative, Sprint required the assembly of a national team of implementation analysts to provide application rollout support, as well as training and application support for their call centers throughout the US and abroad.

Method

Focus assembled, trained and managed a team of implementation specialists to provide systems rollout support across hundreds of Sprint call centers worldwide. Work included the consolidation of multiple levels of Sprint’s enterprise infrastructure, deployment of consolidated desktop systems across multiple platforms, business process changes resulting from software releases and data conversions as well as user training and floor support.

Results

Reduction in AHT (Average Handling Time) of calls by Sprint’s Care representatives, resulting in shorter wait times and an increase in overall customer satisfaction.

Performance Period

January 2007 – Present