Sprint secures IBM for outsourcing customer services

US telco Sprint has confirmed a ‘multi-billion dollar’ outsourcing deal with IBM, whereby the IT group and its partner Convergys will take over the management of Sprint’s vendor operated call centres. Sprint has been struggling to improve its cost efficiency and expects the deal to cut its customer service costs by USD550 million a year for the next three years; the telco will continue to operate its other, non vendor operated, call centres, bar its Nashville base, which will be run by Convergys.