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T-Mobile Achieves Record Customer Care Results, Hosts 'TEX Talks' to Spread Its Revolutionary Care Model
[October 18, 2018]

T-Mobile Achieves Record Customer Care Results, Hosts 'TEX Talks' to Spread Its Revolutionary Care Model


Two months ago, T-Mobile (News - Alert) (NASDAQ: TMUS) launched its revolutionary customer care model Team of Experts nationwide, giving customers a dedicated team with no bots, no bouncing and no BS. Now, the results are in customer satisfaction scores (NPS) are at all-time highs and employee satisfaction is also soaring. To help other brands join the revolution, the Un-carrier is hosting its TEX Talks event on October 24-25 at its Charleston customer experience center.

"As the Un-carrier, we've always been about changing this industry for good…with Team of Experts, we've done it again," said John Legere, CEO of T-Mobile. "And we won't stop with wireless. Customer service is utterly broken in this country -- it's a mechanized mess. We've completely changed the game for customers, and we hope every brand steps up to do the same!"

Since T-Mobile launched Team of Experts nationwide, Net Promoter Scores, which measure likelihood to recommend a brand, is up to an all-time high. Overall, Net Promoter Scores are up 60% since before Team of Experts was live. Use of T-Mobile's asynchronous messaging service for customer care is up 34%, with more customers messaging with customer care from the T-Mobile app or iMessage. Not only is Team of Experts great for customers, it's also great for employees. Turnover is down 48% since T-Mobile began piloting Team of Experts, and the Un-carrier has a remarkable 90% internal promotion rate n its customer care organization.



More than 50 different companies looking to up their customer service game - including several Fortune 100 brands - have already RSVP'd for two full days of TEX Talks seminars and panels led by execs from T-Mobile. Event attendees will go behind the scenes to learn what makes Team of Experts tick in T-Mobile's Charleston Call Center, and will hear directly from Callie Field, T-Mobile's EVP of Customer Care; Robert Gary, T-Mobile's SVP of Product Management and many more. Anyone who wants to attend TEX Talks can email [email protected] for more information.

As America's most loved wireless provider, T-Mobile just keeps earning accolades for their customer care. On the heels of the launch of Team of Experts and setting record-high NPS scores, the Un-carrier just swept J.D. Power's latest 2018 Business Wireless Satisfaction study - number one in customer satisfaction for businesses of all sizes… for the second year in a row.


T-Mobile is spreading the word about reinventing the customer experience on both coasts, as the exclusive sponsor of WORLDZ, a global summit in Long Beach, CA (News - Alert). On October 18 at WORLDZ, T-Mobile's EVP of Marketing and Digital Nick Drake and Jen Cambridge, VP of Frontline Systems and Experience will lead a master class on the customer experience obsession.

For more information about Team of Experts, visit t-mobile.com/teamofexperts.

Team of Experts is for our postpaid wireless customers.

About T-Mobile US, Inc.

As America's Un-carrier, T-Mobile US, Inc. (NASDAQ: TMUS) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. Our advanced nationwide 4G LTE (News - Alert) network delivers outstanding wireless experiences to 75.6 million customers who are unwilling to compromise on quality and value. Based in Bellevue, Washington, T-Mobile US provides services through its subsidiaries and operates its flagship brands, T-Mobile and Metro by T-Mobile. For more information, please visit http://www.t-mobile.com.


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