"Bob Johnson, Sprint’s chief service officer, eliminated limits on the amount of time customer service representatives (CSRs) can spend on the phone with customers. Now, Sprint is tracking how frequently CSRs can solve problems on the first try, and bonuses are tied to solving a maximum percentage of issues on the first call...
Customer service calls for basic voice problems take, on average, only a few minutes — and a few dollars — to resolve. But calls for problems with smartphones and the advanced data applications on them can take 10 times as long to resolve at a cost of up to $100 per call. Strategy Analytics estimates that compared to a 5-minute support call that costs the operator $7 for voice phones, customer care tends to spend 20 minutes on average ($30-$40) on support calls for feature phones and upward of 45-minutes ($60-$70) on support calls for smart devices."
