Newspaper article The Florida Times Union

Sprint Operations Center to Become Sprint PCS Customer Care Center

Newspaper article The Florida Times Union

Sprint Operations Center to Become Sprint PCS Customer Care Center

Article excerpt

Communications company Sprint intends to transform its West Jacksonville regional operations center into a Sprint PCS Customer Care Center by year's end and double its staff from more than 200 people to about 440 employees.

Center General Manager Daisy Harrington and Sprint PCS Customer Care Vice President Alan Winters said yesterday that the center, along Lake Gray Boulevard in southwest Jacksonville, now handles long-distance operator traffic for Sprint.

By late November, that traffic will be transferred to other Sprint centers and the Jacksonville location will be transformed into a customer center to activate Sprint PCS services, they said.

Harrington and Winters said that Sprint intends to retain the existing workers and add more than 200 additional employees.

"There is absolutely no job loss. We are going to have them [existing workers] handle our Sprint PCS customers," Winters said from Kansas City, Mo., headquarters.

Winters explained that when new customers buy a phone, they must activate the services. The call center employees will handle those tasks and questions, including rate plans, options and providing the phone numbers.

Training starts in November, "and we want everything up and rolling by the week before Christmas," Harrington said. Winters said "the busiest time of year for PCS is the holidays."

Sprint opened its Westside center, at Interstate 295 and Blanding Boulevard, in 1990 to handle operator-assisted calls made from Sprint customers. The more-than-30,000-square-foot center will be able to house the growth, Winters said.

The customer care center will operate from 6 a.m. to midnight daily, he said.

Asked whether Jacksonville's low 3.2 percent unemployment rate could hamper hiring efforts, Winters said not in the least.

Winters said two factors -- the experience of existing workers and corporate research -- supported the expansion. …

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