Friday, March 29, 2024

T-Mobile attempts to reinvent customer service with its new ‘Team of Experts’

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In attempt to reinvent how businesses approach customer care, T-Mobile is going old school — by connecting its customers with humans instead of robots. At a press event in Charleston, South Carolina, T-Mobile’s executive team took to the stage to announce ‘Team of Experts,’ — the company’s new customer service model.

Essentially, T-Mobile is attempting to make calling customer service less of a hassle. Rather than having to explain your issue repeatedly each time you get transferred to a new representative, you’ll have what the company refers to as an “elite care squad” assigned to you specifically. That way, every time you call or message T-Mobile, you’re directed to the same team who knows your region and preferences.

The new model is the company’s response to the Interactive Voice Response System (IVR) most businesses use. IVR is that robot that forces you to press number after number in order to reach the right department. Even when you do reach a representative, you’re often directed to someone else who actually specializes in the issue — also known as “call bouncing.”

“Forty percent of calls today to customer service in this country get transferred,” Mike Siever, T-Mobile chief operating officer, said at the event.

With Team of Experts, T-Mobile is attempting to cut this experience out completely. Every team member is trained to handle a wide range of topics — sometimes working with local retail and engineers to solve more complex issues. Since each team member also sits in close proximity to one another at T-Mobile’s call centers, information is easily accessible and you won’t be transferred.

Customers are able to call their Team of Experts 24/7 and can schedule a call if you know you’ll be available at a later time. There’s also the option to schedule a call through T-Mobile’s app and iMessage. If you can’t take a call, you can write to the team with your issue and they’ll get started on working on it.

T-Mobile’s Team of Experts are now live for T-Mobile postpaid customers for free. Customers can reach their team by dialing 611 from their T-Mobile phone or send a message via the app or iMessage using Apple Business Chat.

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