Port Out Prevention

WHAT’s NEW?

The POP Box (Port Out Prevention) is a dedicated path we’ve built for the sales channels to partner with the Retention (Account Services) team whenever Sales believes any of their iDEN or CDMA accounts may be at-risk of deactivating or porting out because of:

• Unresolved network and coverage issues
• Competitive rate plans and offers
• Equipment upgrade pricing
• Cost reductions, etc.
  

Effective Monday October 2, the POP team has incorporated the HYBRID phone as a retention solution for iDEN customers with network or coverage issues.

The earlier sales partners with the POP team , the more successful our retention effort as it gives us an opportunity to resolve the customer’s issues earlier in the dissatisfaction phase, prior to a deactivation or a port-out.

How to get requests into POP

We’ve made it very simple:

• Preferred Method: Requests to the POP team can be submitted online through our http://indirect.nextel.com/ websites. Click on the Customer Support Tools link and open the Port-Out-Prevention (POP)/Account Services request form. Online submission will provide you with an auto-generated request number allowing for easier tracking.
  
• Back-Up Method: From a blackberry or if you cannot access s.n.c or i.n.c, send an e-mail to P_O_P@sprint.com and include the customer’s account number, contact information and a description of the issue and note if you want to be contacted first.
  
• POP team reps are our most experienced retention reps and have a very good understanding of Enterprise and Government contracts.
  
• SLA for customer contact is 24-48 hrs.
  
• POP Box save rate is >90%