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.