One thing I would do is to put a better explanation of fees and prorating on the CSS. You can't count on every sales rep to be good about it.

M2M Texting.

I would put the contracts back on the Sig Caps like they used to, that way if a customer said they weren't told about the charge for upg or act, it's their own fault because they didn't read what they were signing. I think the IVR is such a joke.

I'd also work on the phone lineup.
A. More diverse looking phones.
B. Take the lead role with features, such as better cameras, and other options that phones have.

I would also drop the Upgrade fee. It puts Cingular at a distinct disadvantage against both TMOB and VZW. Neither of them charge for it.

I have more, but that's all I'll list for now.

Improve quality control standards for customer service reps, i've heard several curse before on the phone under their breath but it was quite funny and several times you will get someone who doesnt know what an early upgrade is or informed as well as others are i guess is one way to say it

1) I would stop trying copy the %&*( out of Verizon and go back to being Cingular in the old days. I understand the whole 'profitability' thing, but customers, even though we have to explain it, don't really give a crap about the corporate end.

2) Some form of unlimited TXT and MEdia Net. If they switched the $29.99 from 1000 txt and free internet to unlimited txt, the ARPU per phone would increase hella.

3) Stop telling phone companys to include what features they get on a phone--ex. Our LG rep came in and I asked him why his company practically crapped in our hands for three years, and he agreed with me too, but this is what he said-- He told me that when they proposed the 'Chocolate' phone to Cingular, they told them to take out a...
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Surrender to Verizon!

Cingular has a lot of work to do internally.

No one works like a team. The COR stores bash the agents. The agents bash the COR stores. The customer service reps sometimes try to make the agent reps in the stores look bad (sometimes simplymarcus). SO if we could all work together... like the "V" word does... the enviroment would be a lot better and the churn in employees would be less. Thus meaning we'd have reps in customer care and in the stores who know how to program a TDMA phone without looking it up in CSP.

OOhhh and then I'd work on Internet sales!!! They are pretty ridiculous... Cingular's competition is themselves. I can understand having one internet special but then have a store special.

And lastly... since cingy won't do ...
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I would improve their image, prepaid product and network by investing heavily in improving their network capacity and coverage and improving their image by changing their name, which they will be doing anyway if the BLS and T merger gets the OK from regulators. I also think they need to improve on their PR because with the recent developments and lawsuits against the company it is not too good. They also need to get rid of the monthly charge for TDMA carriers if they don’t switch over to their GSM network because quite frankly that is ridiculous and could pose a threat in loss subscribers because of that. Finally, they need also to improve on their prepaid product.

I would improve cingular by providing ture coverage maps and not regional or national maps they currently use now. I know there is that thing now on Cingular that gives you street level coverage. But those maps are only ture if you had no interferance by other objects like alot of trees big buildings etc. I would constuct real street level coverage tracker that could what the real signal was in the neighborhood or office building. I would then really really get rid of the 1900 band in cingular. That is the band they currently use here is some atlanta, ga parts if not all. Or I would it least make sure all the reps told consumers that they use the 1900mhz band in this area and that is the shortest reaching band currently avaible in the US. An...
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I would improve their cusotmer service! 👿 Its getting to the point where its pushing me away to run with another carrier.

I would dissolve some of the customer service departments so that there were minimal departments. I am sick of calling one department, waiting on hold for 15 min to get transferred to someone who supposedly can help me, then again 3 more times. If they would follow t-mobiles customercare structure and have customer care reps that handle more responsibilities it would be so much more efficient.

Scrap it and start over without Jerrys kids running it.

I would:

-Add on a 29.99 month wireless plan nationwide.

-Let current AT&T Wirless customers migrate to Cingular for free provided that they keep thier current handset, which I would unlock for them, and send them a Cingular SIM in the mail, all while they get to keep thier current contract exp date.

-Take all of the refurbished phones (the ones that are basic like the Nokia 6010, and currently outdated by Cingular) and offer them to TDMA customers for free so that they will migrate to GSM sooner so we can use the spectrum to explode our 3G services to kick Verizon's butt once and for all.

-I would not rebrand Cingular as at&t, it will confuse Customers like crazy (we are dealing with people, people are stupid and lack knowledge ...
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for making up too many internal emails!! 🤣 oh yea and release the figures from "the leading independent research co." that supports this fewest dropped calls scam! So that the world can see them!

Problems can probably be solved internally, and by INTERNALLY, I mean in the call centers, then let that branch out from there.
Does anyone know how hard it is to go in to a job that you have an increasingly intense contempt for from day to day? Imagine you work for a company that sometimes went out of their way to keep their emplyees happy, who in turn would keep the customers happy as a result. Now, have that company make an unwise decision about the overzealous rollout of a new system, which fails and costs a boatload of money, then being bought out by your next closest competitor in what, to analysts is a simple purchase and merger, but to you is being presented more like a hostile takeover. Follow me now:

"New policy, new dress code...
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Instead of having mobile to mobile standard with every plan, i would make it a bolt on feature for the 9.99 price it runs now, but have it include unlimited mobile to mobile messaging as well..... complete mobile to mobile!