5G Technology World

  • 5G Technology and Engineering
  • FAQs
  • Apps
  • Devices
  • IoT
  • RF
  • Radar
  • Wireless Design
  • Learn
    • 5G Videos
    • Ebooks
    • EE Training Days
    • FAQs
    • Learning Center
    • Tech Toolboxes
    • Webinars/Digital Events
  • Handbooks
    • 2024
    • 2023
    • 2022
    • 2021
  • Resources
    • Design Guide Library
    • EE World Digital Issues
    • Engineering Diversity & Inclusion
    • Engineering Training Days
    • LEAP Awards
  • Advertise
  • Subscribe

T-Mobile Targets Customer Service Frustration with Latest ‘Un-Carrier’ Move

By Bevin Fletcher | August 15, 2018

In its latest Un-carrier move, T-Mobile takes aim at the frustrating issue of customer service.

At the Un-Carrier event in South Carolina on Wednesday, T-Mobile announced a nationwide expansion of its “Team of Experts” customer service strategy. Eschewing familiar interactive voice response (IVR) menus and chatbots, T-Mobile instead is providing groups of 30 to 40 customer service reps that are dedicated to a particular community or area, with the promise of no call bouncing or transferring customers from one rep to another.

Customers can contact the service team via phone, text message or the T-Mobile app, and rather than wait on hold they have the ability to schedule a call for a later time.  

EVP of Customer Care Callie Field said while the company will use technology like AI when appropriate, “we never want to use tech to pull us further away.”

Compared to earlier Un-carrier announcements, Recon Analytics founder and analyst Roger Entner told Wireless Week that the latest one was a bit underwhelming.

“Customer service is a churn inhibitor, not an attraction factor,” Entner said. “People switch for price, quality, and only then [customer] service.”

So while carriers with good customer service can keep customers from leaving, it’s not typically something that will bring new customers in, Entner explained.

T-Mobile also indicated that customers would interact with the same team of people each time they call back, but Entner raised the question as to why that is necessary if the problem is fixed the first time.

“There shouldn’t be a repeat customer service call,” Entner said, adding that if there is, it means something is going wrong with the customer service.

T-Mobile CEO John Legere teased at the end of the event that the carrier will be launching TV capabilities, potentially a few months from now – and to Entner, that is when the customer service aspect will become interesting.  This is because cable operators are often known for very low customer satisfaction and subscribers could have another option as T-Mobile enters the market offering better customer service, according to Entner.

In addition to the change in its customer service strategy, T-Mobile also announced an exclusive multi-year partnership with Live Nation to provide customers with tickets to sold-out shows across the country, and perks like fast lane entry, $25 lawn tickets and exclusive concession stands.

Starting Aug. 21, T-Mobile customers will also receive Pandora Plus for free for the next year.  

 

 


Filed Under: Carriers

 

Next Article

← Previous Article
Next Article →

Related Articles Read More >

eSIM
eSIM eases changing carriers for phones and IoT
QoE and QoS comparison
Benchmarking in 5G: More important than ever
iPhone 12
I bought a 5G phone, now what?
6G
Key takeaways from 6G Symposium

Featured Contributions

  • Overcome Open RAN test and certification challenges
  • Wireless engineers need AI to build networks
  • Why AI chips need PCIe 7.0 IP interconnects
  • circuit board timing How timing and synchronization improve 5G spectrum efficiency
  • Wi-Fi 7 and 5G for FWA need testing
More Featured Contributions

EE TECH TOOLBOX

“ee
Tech Toolbox: 5G Technology
This Tech Toolbox covers the basics of 5G technology plus a story about how engineers designed and built a prototype DSL router mostly from old cellphone parts. Download this first 5G/wired/wireless communications Tech Toolbox to learn more!

EE LEARNING CENTER

EE Learning Center
“5g
EXPAND YOUR KNOWLEDGE AND STAY CONNECTED
Get the latest info on technologies, tools and strategies for EE professionals.

Engineering Training Days

engineering
“bills
5G Technology World
  • Enews Signup
  • EE World Online
  • DesignFast
  • EDABoard Forums
  • Electro-Tech-Online Forums
  • Microcontroller Tips
  • Analogic Tips
  • Connector Tips
  • Engineer’s Garage
  • EV Engineering
  • Power Electronic Tips
  • Sensor Tips
  • Test and Measurement Tips
  • About Us
  • Contact Us
  • Advertise

Copyright © 2025 WTWH Media LLC. All Rights Reserved. The material on this site may not be reproduced, distributed, transmitted, cached or otherwise used, except with the prior written permission of WTWH Media
Privacy Policy

Search 5G Technology World