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.

Tim Yeo

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