T-Mobile Overhauls its Customer Service To Favour the Human Touch

​While other mobile phone networks focus on their product - offering more minutes, data, and free live streaming to Netflix - T-Mobile is focusing on contact centre customer service.

​The plans announced from a stage in Charleston, South Carolina, by CEO John Legere include a dedicated ‘Team of Experts’ based across the US, and the removal of robotic voices and confusing ‘push-button’ menus.

“The first thing I did when I became CEO of this company is I spent every night sitting at home listening to both sides of customer service calls,” Legere said. “I listened, we acted, and we heard. That’s the foundation for what we’re going to do today.”

T-Mobile COO Mike Sievert also took to the stage to criticise the “massive digital fortress between you and the people who can help you”

The company’s vision of putting the customer at the heart of everything they do has already started to pay off.  T-Mobile is one of the few mobile phone networks to improve its customer retention over the last year and is currently adding over a million new subscribers every quarter.

MSB’s Experience

Whether the contact centre is in-house or outsourced, MSB has a strong track record of supporting our clients to:

• map the customer journey
• identify how processes can be improved
• create tailored conversation templates which reflect the latest customer service thinking
• pinpoint training needs

To find out more, visit the customer experience page on our website.