Sprint Relay Earns Top Honors for Customer Care and Speed of Service for Deaf Community from Cositics
September 12 2016 - 10:30AM
Business Wire
Company is the only carrier to earn a perfect
score in key customer care category
Sprint (NYSE: S) announced today that it has earned top honors
in Customer Care and Speed in the 2016 Cositics Relay Performance
IndexSM, which measures customer experience based on a set
of Key Performance Indicators. Sprint Telecommunications Relay
Services (TRS) enable text-telephone (TTY) callers and hearing
callers to communicate with one another through trained
Communication Assistants (CAs). Cositics National Relay TTY
Performance Index included several domestic TRS providers.
“We are honored to be recognized by Cositics for our dedication
to Customer Care,” said Mike Elllis, Sprint’s Global Director –
Accessibility. “At Sprint, our team goes above and beyond each day
to create the best customer experience. We are proud to recruit and
retain some of the best talent in the relay industry, and these
results are clear proof of the drive and dedication of our staff in
providing exceptional service."
In the Customer CareSM category, Sprint was the only provider to
earn a perfect score with 100% of evaluators rating the Sprint CAs
as engaged on their behalf and following correct call processing
procedures. The Customer Care category also measures an array of
specific CA behaviors that detract from the customer's experience,
such as having to repeat information multiple times, rude or
monotone CAs, or incorrect procedures. Only with Sprint were no
Customer Care detractors observed.
Sprint received the highest scores for speed of processing calls
including quicker connections to the service, faster relaying of
conversations, and the most efficient total call length (i.e.,
session time). Sprint was also the only provider in the index to
achieve 100% of CAs meeting or exceeding the FCC-mandated typing
speed of 60 words per minute.
Sprint also reported the fewest critical errors and was
statistically tied for "Best in Category" in several other areas
such as passed calls, average typing speed, typing accuracy, and
spoken accuracy.
About Sprint:
Sprint (NYSE: S) is a communications services company
that creates more and better ways to connect its customers to
the things they care about most. Sprint served more than 59.4
million connections as of June 30, 2016 and is widely recognized
for developing, engineering and deploying innovative technologies,
including the first wireless 4G service from a national carrier in
the United States; leading no-contract brands including Virgin
Mobile USA, Boost Mobile, and Assurance Wireless; instant national
and international push-to-talk capabilities; and a global Tier 1
Internet backbone. Sprint has been named to the Dow Jones
Sustainability Index (DJSI) North America for the past five years.
You can learn more and visit Sprint at www.sprint.com or
www.facebook.com/sprint and www.twitter.com/sprint.
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version on businesswire.com: http://www.businesswire.com/news/home/20160912005094/en/
SprintLisa Dimino, 913-258-3497lisa.dimino@sprint.com
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