WHAT ON EARTH IS WRONG WITH THE PHILIPPINES CALL CENTER? and why is T-Mobile fielding all calls out to them??

I think many of us might be surprised to learn that even after transferring to various Telco options, customer service remains predominantly outsourced to the Philippines. This isn't just an isolated issue; it's a widespread phenomenon impacting several providers.

The real problem seems to stem from a shift in focus-from delivering quality service to merely meeting quantity targets. During the pandemic, T-Mobile, for instance, ramped up hiring significantly, but unfortunately, this emphasis on expanding the workforce compromised the quality of service we receive.

A notable frustration for many of us has been the background noise during calls. This isn't just random; it often results from celebrations within the call centers, where agents are recognized for achieving high survey scores or meeting performance targets. While it's great to celebrate successes, it underscores a troubling trend of prioritizing quantity over the quality of customer interactions.

To truly improve our experiences, it's crucial that Telco companies invest in proper training and retraining of their agents. By focusing on quality, they can address our concerns more effectively and work towards restoring our trust and satisfaction.