"Early Upgrade Buy Up" replaced by "Upgrade Now"

I've receive *almost* as many questions about this over the past week as I did about the EVO LTE - and I was finally able to get an answer :) Here's the new official policy, that eliminates the "early upgrade buy up" (aka contract buy out) and replaces it with a new program called "upgrade now"

To provide a better customer experience and align Account Services with the same price points as Retail, we’re replacing the “Early Upgrade Buy Up” offer strategy with a new program called “Upgrade Now”. There will be 2 tiers for Upgrade Now fees, based on whether it’s an advanced or non-advanced device:

Non-Advanced Devices

• 09-11 mos. RLOF: $150 UPGRADENOW; CSM charge code: BUY150


• 12-14 mos. RLOF: $125 UPGRADENOW; CSM charge code: BUY125


• 15-17 mos. RLOF: $100 UPGRADENOW; CSM charge code: BUY100


• 18-21 mos. RLOF: $50 UPGRADENOW; CSM charge code: BUY50

Advanced Devices

• 09-11 mos. RLOF: $275 UPGRADENOW; CSM charge code: BUY275


• 12-14 mos. RLOF: $225 UPGRADENOW; CSM charge code: BUY225


• 15-17 mos. RLOF: $175 UPGRADENOW; CSM charge code: BUY175


• 18-21 mos. RLOF: $100 UPGRADENOW; CSM charge code: BUY100

Offers will continue to be targeted in sView/i-Care (Campaign: XU UPGRADE NOW) based on rebate life on file and other qualifying criteria.

Agents must discuss the buyback program with customers.
Retail stores will require the customer to use the buyback program on their old device (exceptions may apply), which in turns gives the customer an instant credit.
Important note: Retail will not be going live until 6/18/12.
Prior to 6/18/12:

• Account Services will handle the call business as usual the same way we’ve handled the buy up offer.


• Offers will need to be dispositioned as Offer Accepted/Declined based on the outcome.

After 6/18/12:

• Refer to nearest corporate owned store so the customer can take care of the entire upgrade process end-to-end without having to wait for their device to be delivered or their buyback credit to appear on the account.


• Important: If customer chooses to visit a store, disposition as Offer/Declined. The store will disposition the Accept during the fulfillment process.

Notes for Account Services:

• Familiarize yourself with the new tiers available based on device type.


• Review Targeted Offers to determine if customer is eligible for this offer.


• If customer is eligible:


• Educate on what the Upgrade Now program is, how it works, and options for completing the Upgrade.


• Position Buyback on every call (instant if going through retail or future bill credit if processed online).


• If prior to 6/18/12, handle the call business as usual the same way we’ve handled the buy up offer.


• After 6/18/12, discuss with customer benefits of visiting a store and provide an address to the nearest corporate store. If customer does not want to go to a store, then handle business as usual, the same way we’ve handled the buy up offer.


• Disposition the offer:


• If before 6/18, disposition business as usual based on the outcome of the call.


• If after 6/18 and you refer to store to have offer fulfilled, disposition as Offer/Declined. The Store will click Accept during the fulfillment process.

Account Services: The Disconnect

As of today(6/1) Account Services (aka 'Retention') will once again be a bit harder to get to... if only for a moment. As of 6/1, all the previously known direct toll-free inbound lines to Account Services will be disconnected, and a new number will be issued - however this one (according to the powers that be) won't be published. Now, we all know that it will only be about... oh, maybe 1 day, before someone locates the new toll-free number, and it's made public on the interwebs once again. Agents, however, won't have direct access to the new toll-free number; they will be required to use an internal 'speed dial' like number to complete the transfer or to reach Account Services. But those that know where to look, it will still be readily available internally, just takes a couple minutes of research to find it.

Sounds like no big deal? So what's the point? Why the change? To most customers it won't be a big deal... the goal is to stop the current influx of calls direct to Account Services for issues which *should* be handled by care - in fact, this is done several times a year. The idea is that care could (and should) be handling about 60% of the issues that are going to Account Services. The problem is that calling general care is a bit like a roulette wheel. We all know this, and this small bit of change attempts to put a bit more responsibility back on general care. The truth is, that care is likely to transfer someone to account services at the first chance they get, because they don't want the negative feedback from an upset customer, so they transfer the call. And as long as the compensation/employment system stays like it is in many of our centers (both internal and our outsourced partners) this will never change.

I could talk about this for hours, but I would rather hear your feedback, and respond to that, otherwise this post would be 5 pages long - lol... it's a subject I have strong opinions on.

So I'll ask the question - does this change matter to you? 

And here's the memo that went out regarding the change to reps:

Effective Date: 6/1/12

• On 6/1, we are changing the backend toll-free number to Account Services.


• We will not publish this number.


• Customers will receive a disconnect message if you attempt to transfer to this number, which will negatively impact the customer experience.


• Specialists should make every attempt to contain and resolve a customer’s call by exhausting all resources such as CST TINC and your internal escalation process.

• If a transfer is required, use your Softphone FCN List (sView)/Speed dial (iCare) to complete the transfer to Account Services.


• TeleWeb Ops: Use soft keys for transfer. OS Chat and Sales Chat, direct to Order Support for transfer to Account Services.

Pick 3 and Pick 5 Numbers on Any Network: Offers Expired!

Not that it should be any surprise, but with the launch of the new 'Any Mobile, Anytime', Account Services no longer offers the Pick 3 or Pick 5 Numbers on Any Network plans for customers that are requesting to leave Sprint®.

• With the Any Mobile, Anytime^SM offer, the Pick 3 or Pick 5 Numbers on Any Network retention offers are no longer needed.

• Customers should not be transferred to Account Services with the intention of getting the Pick 3 or Pick 5 Numbers on Any Network offers.

If for some reason you still have a Pick 3 or Pick 5 and decide to not go to a new plan that includes Any Mobile, Anytime, then Customer Care can still modify your selected numbers, business as usual.

Sprint (CDMA) to Boost (iDEN) Now Possible!

There's been a lot of talk about the hassle that many customers have faced when attempting to swap from Sprint(CDMA) to Boost(iDEN), despite the fact that Boost is a wholy owned subsidary of Sprint. Sounds like a simple flip of a switch, right? That's what most people thought, until they tried it and found out the hoops they've have to jump through to accomplish it. That's no longer the case! As of this week, as a last resort save option, Sprint CDMA customers will be able to switch to Boost(iDEN) service.

As of 7/23/09 Account Services will support the CDMA post paid customers who want to move to iDEN Boost - Sprint‘s subsidiary that offers customers pre-paid service. Before 7/23/09, system limitations prevented CDMA post paid customers from migrating to Boost and Sprint risked losing them to competitors who offer pre-paid service.

• In order to switch, you will have to meet the following conditions:
  
  
  
  • Sprint accont must be current. Not in a past due, hotlined, or suspended status.
  
  
  • Be aware that the standard ETF will still apply to the Sprint account, if there was one.
  
  
  
  

Sprint Specialists:

• Verify the following information and before transferring the customer to Account Services.
  
  
  
  • Confirm the account is not in a past due, hotlined, or suspended status. Take a payment to bring the account current or tell the customer they cannot migrate their account to iDEN Boost until it is current.
  
  
  • After a payment has been made, remove the hotline or suspension status on the account. Payment must post and suspension or hotline be removed in order to migrate to Boost.
  
  
  • Check to see if the subscriber agreement is still in effect. It it is, tell the customer they will be charged an ETF which will appear on their next bill.
  
  
  • Transfer the customer to Account Services.