With customer satisfaction scores hitting all-time highs, the Un-carrier is pulling back the curtain on their Team of Experts model, hosting a TEX Talks event for other companies to join the customer care revolution
Novedades:
El Equipo de Expertos de T-Mobile es un éxito. Desde el lanzamiento en todo el país hace dos meses, los puntajes de satisfacción del cliente (NPS) han alcanzado máximos históricos. De modo que el Un-carrier patrocinará un evento el 24 y 25 de octubre para ayudar a otros a adoptar el Equipo de Expertos.
Por qué es importante:
Team of Experts delivers better care for customers, better jobs for employees and better returns for shareholders. More brands should do it, the results speak for themselves.
Para quiénes es importante:
Everyone who's had to talk to a robot or shout "representative" to get help. So, yea, basically everyone.
Two months ago, T-Mobile (NASDAQ: TMUS) launched its revolutionary customer care model Team of Experts nationwide, giving customers a dedicated team with no bots, no bouncing and no BS. Now, the results are in customer satisfaction scores (NPS) are at all-time highs and employee satisfaction is also soaring. To help other brands join the revolution, the Un-carrier is hosting its TEX Talks event on October 24-25 at its Charleston customer experience center.
"As the Un-carrier, we've always been about changing this industry for good…with Team of Experts, we've done it again," said John Legere, CEO of T-Mobile. "And we won't stop with wireless. Customer service is utterly broken in this country - it's a mechanized mess. We've completely changed the game for customers, and we hope every brand steps up to do the same!"
Since T-Mobile launched Team of Experts nationwide, Net Promoter Scores, which measure likelihood to recommend a brand, is up to an all-time high. Overall, Net Promoter Scores are up 60% since before Team of Experts was live. Use of T-Mobile's asynchronous messaging service for customer care is up 34%, with more customers messaging with customer care from the T-Mobile app or iMessage. Not only is Team of Experts great for customers, it's also great for employees. Turnover is down 48% since T-Mobile began piloting Team of Experts, and the Un-carrier has a remarkable 90% internal promotion rate in its customer care organization.
More than 50 different companies looking to up their customer service game – including several Fortune 100 brands – have already RSVP’d for two full days of TEX Talks seminars and panels led by execs from T-Mobile. Event attendees will go behind the scenes to learn what makes Team of Experts tick in T-Mobile’s Charleston Call Center, and will hear directly from Callie Field, T-Mobile’s EVP of Customer Care; Robert Gary, T-Mobile’s SVP of Product Management and many more. Anyone who wants to attend TEX Talks can email TEXevents@T-Mobile.com for more information.
As America’s most loved wireless provider, T-Mobile just keeps earning accolades for their customer care. On the heels of the launch of Team of Experts and setting record-high NPS scores, the Un-carrier just swept J.D. Power’s latest 2018 Business Wireless Satisfaction study – number one in customer satisfaction for businesses of all sizes… for the second year in a row.
T-Mobile is spreading the word about reinventing the customer experience on both coasts, as the exclusive sponsor of WORLDZ, a global summit in Long Beach, CA. On October 18 at WORLDZ, T-Mobile's EVP of Marketing and Digital Nick Drake and Jen Cambridge, VP of Frontline Systems and Experience will lead a master class on the customer experience obsession.
For more information about Team of Experts, visit t-mobile.com/teamofexperts.
El Equipo de Expertos es para nuestros clientes del servicio móvil pospago.
Acerca de T‑Mobile US, Inc.
Como El Un-carrier de EE.UU., T-Mobile US, Inc. (NASDAQ: TMUS) está redefiniendo la forma en que los consumidores y las empresas adquieren los servicios de telefonía móvil por medio de liderazgo en la innovación de productos y servicios. Nuestra avanzada red nacional 4G LTE brinda experiencias excepcionales de servicio móvil a 75.6 millones de clientes que no están dispuestos a transigir en calidad y en valor. Con sede en Bellevue, Washington, T-Mobile US presta servicios a través de sus subsidiarias y opera sus marcas emblemáticas, T-Mobile y Metro by T-Mobile. For more information, please visit https://www.t-mobile.com.