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News : T-Mobile Gets Rid of Robot System for Customer Service Calls

#contactcenterworld, @TMobile

Seattle, WA, USA, Sept, 2018 -- T-Mobile is getting rid of that robotic voice on its customer service lines, the company announced recently.

The telecom said it would connect users straight to a team of customer representatives, unique to their own city, when they call customer service.

" ‘Your call is important to us’ are the six emptiest words ever robo-spoken," said CEO John Legere at an August media event in Charleston, South Carolina, that was full of the company’s signature lobbing of insults about its competitors (Verizon and AT&T, not its potential merger partner Sprint).

T-Mobile’s new customer service system has been in the works for years, Legere said. It will eliminate the robotic systems that generally start customer service calls, such as "press one for billing." It will also stop customers from being endlessly transferred among agents, the company said. Instead, customers will work with a specific "team of experts."

The teams consist of about 40 people all working near each other. If one employee gets a question they need help with, they will call over a coworker rather than continually transferring the call.

Teams are live in 17 markets currently, and will expand to all U.S. areas and add overnight hours by the end of the year, said T-Mobile Chief Marketing Officer Nick Drake.

Currently, many customer service agents are graded based on how fast they can get people off the phone.

"The system is rigged against them," said T-Mobile chief operating officer Mike Sievert, and T-Mobile will get rid of it. Since 2015, the company said there has been a 48 percent reduction in call center employees quitting.

T-Mobile enlisted actor Rainn Wilson – best known as Dwight from "The Office" – to demonstrate the frustration of working through a robocall, being transferred among departments and ultimately not getting a problem solved while on a generic customer service call.

#contactcenterworld, @TMobile

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.myajc.com


About T-Mobile:
Company LogoT-Mobile is a mobile telephony provider, owned by Deutsche Telekom (the T stands for Telekom). It operates several GSM networks in Europe and the United States. T-Mobile also has financial stakes in mobile operators in Central and Eastern Europe. Globally, T-Mobile has some 350 million subscribers.
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Today's Tip of the Day - Cancel Training At Your Peril

Read today's tip or listen to it on podcast.

Published: Tuesday, September 25, 2018

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2021 Buyers Guide Messaging Systems

 
1.) 
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Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.
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Connect personally with your customers, generating new revenues and boosting CSAT scores. Synthetix Chat is the fastest way to engage your users, with a Live Key-Press Feed, ID and Verification, simultaneous chats and AI-Powered predictive suggestions, Synthetix Chat reduces averages handling times by up to 50%.
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