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T-Mobile Debuts 'Team of Experts' Customer Service

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Aug 15, 2018, 10:52 AM by Eric M. Zeman

T-Mobile today said it is investing in serving its customers through a new model that bypasses voice-based systems in favor of a direct connection with real people. The Team of Experts idea includes a dedicated team that handles customer support issues with no robots, no phone menus, and no call bouncing. T-Mobile considers customer service a "pain point" that needs to be fixed. The company says the team sits together in its call centers and will work together to resolve customer problems. Customers can schedule calls, use text messaging, and access help 24 hours a day. T-Mobile's U.S.-based team will answer calls between 7am and 9pm local time, while overseas representatives will answer calls during the overnight hours. The Team of Experts is free for all T-Mobile customers to access when they need assistance with their account or device.

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