T-Mobile outsources customer care to Philippines

T-Mobile outsources customer care to Philippines

September 4, 2016

T-Mobile’s pay-as-you-go (PAYG) customers in the UK will now be put through to the Philippines when they dial customer services.

A new deal signed between T-Mobile UK and WNS Philippines means that PAYG customer care will now be based in a Philippine call centre.

Agents at the call centre will deal with all inbound customer queries, including questions regarding promotions, call charges, credit top-up, and international roaming.

Contract customers will continue to receive customer care from the company’s four UK-based call centres.

WNS Holdings Ltd is one of the world’s leading providers of global business process outsourcing.

WNS Philippines is a partnership between WNS Global Services and Advanced Contact Solutions (ACS), offering contact service centres to clients in a variety of different industries.

T-Mobile UK offers network coverage to 99% of the UK population, and has 17.1 million customers on its books.

Russell Taylor, Director of Customer Services at T-Mobile UK, defended the decision to outsource on that grounds that it will improve customer experience to a new level.

He added that WNS Philippines was chosen because of its ‘track record of operational excellence’ and its values, which are similar to T-Mobile’s.

Taylor failed to explain why contract customers, the life-blood of any mobile operator, will now apparently be stuck with an inferior level of customer service.

timyeo

Related Posts

Chinese government issues 3G licenses

Comments Off on Chinese government issues 3G licenses

Broadband Forum Delivers Global VDSL2 Test Suite

Comments Off on Broadband Forum Delivers Global VDSL2 Test Suite

Blackberry Pearl arrives in Italy

Comments Off on Blackberry Pearl arrives in Italy

Vodafone wins mobile services deal with Oracle

Comments Off on Vodafone wins mobile services deal with Oracle

Broadband subscribers approach 300 million

Comments Off on Broadband subscribers approach 300 million

AOL acquires social networking site Bebo

Comments Off on AOL acquires social networking site Bebo

Record November profits for HTC

Comments Off on Record November profits for HTC

Over one billion mobile broadband users by 2012

Comments Off on Over one billion mobile broadband users by 2012

HSL adds 3G to 2.75G Femtocell

Comments Off on HSL adds 3G to 2.75G Femtocell

Nokia reports Q3 results; profits down

Comments Off on Nokia reports Q3 results; profits down

VoIP software released for Android

Comments Off on VoIP software released for Android

Ericsson top of Vendor Matrix

Comments Off on Ericsson top of Vendor Matrix

Create Account



Log In Your Account