Customer ‘Service’
Customers are fed up with traditional customer service. 80% of customers aren’t satisfied with how businesses respond to their problems, and no wonder – today’s customer service experience is a maddening mess of navigating phone menus, talking to robots, listening to bad hold music and getting bounced from department to department, repeating yourself over and over again. 90% of consumers say they never want to talk to an IVR – at all.1 Yet, brands spent $3.73 billion on this hated technology last year.2 And, once you get through the automated phone menu, get ready for a LOT of instrumental soft jazz – the average American will waste 12 days on hold with customer service throughout their lifetime.3 Once you finally reach a human, nearly 40% of calls in wireless are transferred,4 forcing you to start the cycle over again and repeat yourself to the next rep.
Once you’ve navigated the customer support maze and are finally talking to the right rep, it’s entirely transactional – because that’s the cheapest way for corporations to handle you. So, the second you hang up, that rep is done with you...maybe forever. If you call back, you start the maddening process all over again.
This is how most companies today define “service.” Not so, with Team of Experts.
In a time when most brands are mechanizing customer interactions with bots and artificial intelligence, T-Mobile is investing in people. You call, you get a smart capable human, and your Team of Experts has all the people needed to solve most any issue. Yes, T-Mobile just made the best service in wireless even better.
Customer Results: 56% Increase in Net Promoter Score (NPS)
The Un-carrier spent over two years testing and optimizing Team of Experts with smaller customer groups and businesses before launching nationwide today. Those early results are incredible! With Team of Experts, Net Promoter Score (NPS) – or likelihood to recommend -- increased an unprecedented 56%,5 putting T-Mobile on par with other brands famous for their customer care.
Two weeks ago, the Un-carrier also received J.D. Power’s highest score EVER given in full-service wireless customer care – yet again. That’s right -- the “Highest in Customer Service among Full Service Wireless Providers, Two Times in a Row.” And that’s all before today’s nationwide Team of Experts launch!
Employee Results: Eighteen Best Place to Work Awards
Not only are call centers bad for customers, they aren’t great for employees, either. The churn and burn of call after call with irate, phone-menu-frustrated customers is a tough, thankless job that most don’t keep for long. Call center rep is one the highest turnover occupations in the country – more than twice the national average. And, call centers are big employers! There are nearly 2.8 million call center reps in the U.S. … almost 1 in 56 working Americans!6
With Team of Experts, T-Mobile invested even more deeply in making customer care a true career – with more training, more opportunities for advancement, more empowerment to do what’s right for customers, customer-focused incentives and redesigned physical spaces that look more like Valley startups than phone bank cube farms. And the Experts love it – in fact, T-Mobile customer experience centers were named a best place to work 18 times, just in 2017 alone! Turnover in T-Mobile’s care team is down a remarkable 48% in the last three years, and the company has an incredible 90% internal promotion rate in customer care.