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Location of International Call Centers

m.hamner

Jan 27, 2009, 2:49 AM
This is kinda funny... 🙄 (MAIN QUESTION IS AT THE BOTTOM OF THE TEXT)

I've been a employee with the retail channel for over a year as I'm in my final year of college and lately, I've come across a lot of care reps who speak in very heavy accents.

I guess I was under the mistaken impression that we only had call centers in Canada and America.

Sooo... I got my nerve up to ask one of the care reps over the phone what state she was helping me from... she said she was international. Well she finally narrowed it down to Asia but said couldn't tell me any more. Well, I didn't have too; it definitely sounded like she was from India.


So, what countries are our call centers in? Are the majority US and Canada? Or, are we outsourcin...
(continues)
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lancekalzas

Jan 27, 2009, 8:23 AM
The majority of our call centers are in the US and Canada but there are some in other countries. At this time we have none in India and this I can guarantee you.
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smylax

Jan 27, 2009, 9:29 AM
All of our postpay customer care is in US and Canada. Our activations are performed by a 3rd party company that has call centers in the US and Canada. FlexPay started off with US call centers, but they needed very rapid expansion of FlexPay Care, s 😈 o it has been outsourced to a company with call centers in the US and the Philippines. From our last Big 5 meeting, T-Mobile is aware of the issues this has created and it sounds like they are putting the revamping of FlexPay care as one of the top priorities of 2009. T-Mobile is pissed about losing the JDPower award for Customer Care to Verizon, and knows exactly how to get it back. And we will.
😈
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shellis129

Jan 28, 2009, 9:34 AM
They gonna get it back by training ALL their reps? I've seen a decline in quality with customer care from T-Mobile over the past year or so and have never once gotten someone with an accent. It's almost like everytime I call I get someone who's been on the floor for only 2 days.
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Fleance2k5

Feb 4, 2009, 7:37 PM
Just announced today we've won it back. A small trip to Verizon for 1 term and back to where it belongs =)
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