Final answer:
Sprint used the a. First Call Resolution (FCR) metric to analyze customer calls, which is essential for measuring the efficiency of customer support and correlates with customer satisfaction.
Step-by-step explanation:
The CRM metric Sprint used to analyze customer calls is First Call Resolution (FCR). First Call Resolution is a critical metric in customer service that measures the percentage of calls that are resolved by the support team during the initial interaction with the customer. A high FCR rate often correlates with high customer satisfaction as it reduces the customer effort and increases the efficiency of the support team. On the other hand, Calls Per Subscriber (CPS) relates to the volume of calls received per customer, Average Handle Time (AHT) measures the average duration of the communication with the customer, and Average Speed of Answer (ASA) gauges the average time it takes for a customer service representative to answer a call.