Contact Center Solutions Featured Article

T-Mobile Recognized for Quality Customer Care

January 31, 2008

Mobile communications company, T-Mobile USA, Inc., has for the seventh year in a row, earned the highest ranking in the J.D. Power and Associates 2008 Wireless Customer Care Performance Study -- Volume 1.

The Bellevue, Washington based company, the U.S. operation of Deutsche Telekom AG's Mobile Communications Business, and a wholly owned subsidiary of T-Mobile International, has now become the only wireless carrier to be awarded seven reporting periods in a row.
The company received recognition for their dedication to customer care and delivery of excellent quality customer service experiences.

The J.D. Power and Associates study measured customer experiences on the phone with customer care representatives, interactions in person at retail stores, and online experiences of customers and is based on responses from 12,492 wireless customers.
The study specifically found that T-Mobile beat out a lot of the competition in its customer care performance including its shorter hold times and automated response system.

A news release specifically notes:
-- T-Mobile ranks highest among all wireless providers in Overall Customer Care Performance, significantly above all its competitors and the industry average.

-- T-Mobile's Automated Response System (voice-prompted assistance) scores highest among all wireless providers and significantly higher than the industry average.

-- T-Mobile scores well above other wireless carriers and the industry average because customers experience an average hold time of two minutes or less.

-- In interactions between consumers and customer care representatives, T-Mobile is equal to or above the industry average in all nine attributes measured in the study.

Sue Nokes, Chief Customer and Operations Officer, T-Mobile USA commented on the recognition and the company's dedication to quality customer care,  "At T-Mobile, our customers are always the No. 1 focus. Receiving an unprecedented seventh award for customer care is something that takes the entire T-Mobile team working together to deliver an exceptional service experience. This honor demonstrates that T-Mobile's customer care and retail representatives are one of the best in the business, and their dedication will continue to ensure our customers reap the rewards of their outstanding service."

Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.
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