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Okay, I just want to say I work for a call center that is contracted by T-Mobile to do all their inbound calling. That includes sales, customer care, activations, billing you name it. I want to say that one, T-Mobile was rated the top level of customer service by JD Power and Associates and is the only wireless network that dosen’t have BS hidden roaming charges and dosen’t lie about rate plans to get customers. It is also the only wireless provider that dosen’t charge and require some asinine deposite for customers with less then perfect credit. It only requires an higher activation fee which is hell of a lot better then some wireless providers that charge anywhere between $150 dollars and some clear up to a $1,000! Now, as far as what I read about how T-Mobile don’t share “documentation” I find that a bit arrogant to assume that you know how T-Mobile’s outsourcing solutions works. Not sure if any of you ever worked in a call center, but you seem to think it is like what you see on TV or movies where EVERY T-Mobile rep and employee in EVERY department or store as access to EVERY customer’s account information at the flick of a mouse of key on the computer keypad. It dosen’t work that way, and that is true for most call centers in general. That is done for the customer’s protection. Would you really want, the thousands of employees and contracters for T-Mobile to have access to your personal information that includes but not limited to: Your full name Address Phone (s) number Email(s) address Credit/Debit Card(s) information Check and bank/credit Union information Credit history Credit class Past account information Collections information…

Need I go on? We live in an age where everyone is complaining their personal information is to readily available for the world to get a hold of, so when corporations, like T-Mobile and their call centers take measures to protect that information then we all complain because the information isn’t easily accessed when WE want it to be. Now say every single person who worked for T-Mobile could easily get your information at the flip of a switch for lack of better phrases.. You would all be complaining about that. So which is it? Your information available like free public restroom paper towels? Or higher security standards so you don’t suddenly have strange charages on your credit or check because someone could get that information without you ever knowing until it is too late? Now as far as communciation between departments, I have to agree. Yes I wish it was better. As a call center agent I get frustrated on my end that the communication is not better, that nothing is explained clearly from department to department and call are just cold transferred from one department to another without any explaination about what is going on with the customer. It is frustrating to the customer for obvious reasons justr as it is to us. We cannot do our job easily when we are in the lurch about what has been happening on a customer account and then suddenly we are on the line with a customer, who is rightfully upset about something, was told a million different things by different reps in different departments and now has ONE more rep from God knows what area of T-Mobile is asking them to explain it all over again. However, this also goes back to the security measures. As sales rep for instance, the system they use, does not have the same system say customer service uses. So there are no “notes” or documentation to be sent. The computer system simply and technically is not set up that way. You just cannot access current customers accounts in some departments and not every department has the same information as the other. So that is why customers get confused, they think that we have one computer date base and it is the same for all agents and departments..that is just isn’t true. Different people do different things so their system is set up differently. I wish it wasn’t, I wish it was set up differently it would make everyone life, both customers and agents, lives easier. But I just wanted to clear that up, it isn’t as though we are being “arrogant” or just ignoring your information or documentation. It just isn’t there once you get transferred to us or the call is misdirected. A sales rep isn’t going to have your biling information and a billing agen is going to be able to sell you a phone and rate plan. We have to transfer and it is just done that way. It is like that in most call centers not just T-Mobile. Belive me we don’t want to keep you waiting or listen to you gripe or yell at us in our ear with the sensetive headsets..you actually think we do it on purpose? LOL. NO! We want it to be more efficiant so we don’t have to be sounding boards…we don’t enjoy that. We are not instigators! Contrary to what many think we don’t set there all day on the phone, do nothing for hours, and just wait for a call to come in to make fun of the customer while we mute or put them on hold!! A call center is non top , call after call after call twenty-four hours a day! You are lucky sometimes if you get your breaks!! We are not trying to harass or mock you, we want to issue to be resolved so you are happy as a customer and so we don’t have to have verbal arrows shot at us our entire shift. Most of the agents I can promise DO care, we want you to get your order and get good coverage, that is why we check coverage before we even take a new order. We are not “arrogant” or uncaring, condescending people! At least not where I work. I know there are always some jerks..that is anywhere you go. However, at least from my vantage point we DO care and want you to be satisifed as a T-Mobile customer, that is why we do things the way we do, in spite how inconvienant and drawn-out it may seem. Just be patient with us, and please if we say we can’t do something..we are NOT doing it to be jerks, we simply cannot. We would love to, we try..but somethings we just can’t do rather is be technically or policy wise.

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Category: WHY