How a cloud contact center helped T-Mobile answer the call for incredible customer experience
T-Mobile has made its customers a promise. They’ll fix your issue right away, the first time you call.
As one of the leading wireless providers in the United States, T-Mobile knew that living up to this promise was absolutely critical. Millions of people rely on T-Mobile to stay connected with the people who matter most in their lives.
However, difficulty managing customer support across multiple channels and struggles with inconsistent call routing made it hard for the T-Mobile team to deliver the amazing customer service they wanted. With the shift to remote work in 2020, T-Mobile customer support agents faced even more challenges.
The company needed to innovate quickly to stay relevant in an extremely competitive market.
Making the right call with Webex Contact Center
T-Mobile found their solution in the cloud with Webex Contact Center.
“Cisco came to us and implemented a contact center solution that really helped us streamline the calling experience for our frontline and external customers,” said John Morrison, T-Mobile’s Director of Collaboration & Productivity Services.
Empowering a remote team to provide delightful customer service, every time
Webex allowed T-Mobile to rapidly transition their 12,000 agents to fully remote work so they could continue collaborating safely while helping customers during a time of great uncertainty.
“In a matter of weeks, we were able to shut down all of our call centers and enable 12,000 agents to get back on the phone to help our customers,” said Tamara Jensen, Senior Technical Product Manager of Customer Contact Experience at T-Mobile.
While T-Mobile used to rely on their team of experts being in the same physical location for easy collaboration on customer queries, they found that virtual collaboration via Webex worked just as well.
“We know now that we don’t have to be physically together because we have the tools that we need to stay in contact with each other,” Jensen said.
Increased efficiency boosts customer satisfaction
Webex Contact Center also helped resolve T-Mobile’s call routing issues and difficulty managing support across multiple channels.
With Webex, T-Mobile was able to fine-tune their call routing to make sure they efficiently connected each customer with the right agent. T-Mobile could now also pair customers with agents based on availability, rather than geography. The result? Increased efficiency and a significant boost in customer satisfaction.
“What Webex allows us to do is to route that call to a local call center or to a global partner overseas. We can also route that call to the agent’s actual home,” Jensen said. “We will be able to connect our customers via any of the channels so we can make sure that call is answered any time.”
In addition to making customers happier, the switch to Webex also seems to have been popular with T-Mobile’s contact center team: They saw a substantial increase in agent retention, with attrition dropping from 42% to 22%.
The company also decreased their churn rate from 2.5% to 0.78% and increased their customer base from approximately 74 million to 104.8 million.
“Webex is a critical component of T-Mobile’s collaboration ecosystem and helps us deliver of our brand promise of delivering outstanding wireless services to our customers,” said Eric Jensen, T-Mobile’s Senior Manager of Collaboration & Productivity Services.
For more on how T-Mobile leveraged Webex to improve team collaboration in the hybrid work era and deliver excellent customer experiences, see the full case study.
Nov 24, 2021 — Jamie Romanin