T-Mobile seems to be excelling in just about everything these days, with the exception of signal (it’s improving). The “uncarrier” moves that the wireless company has been doing, such as getting rid of hidden fees, taxes, and bringing back unlimited plans, have been working very well. T-Mobile’s own executive is now giving us some insight as to how happy their customers are.
In a recent trade show, T-Mobile EVP of Customer Care Callie Field let it be know that calls to T-Mobile customer support have decreased 31% since it started the Un-carrier initiative back in 2013. Under the assumption that fewer calls to customer service means happier customers, we can definitely see that the Un-carrier initiative has done wonders for the company. They are after all leading the pack in bringing back more to customers.
“Customers rarely call when they’re happy with their service” said Field, according to Fierce Wireless. “Carriers inflict pain. The Uncarrier removes pain,” she continued. Even though customer calls can reduce if they are happy with the service, there could be a number of different factors that led to the 31% overall reduction.
Since customer support is now available through different means, such as chat support and social media, customer service calls to call centers could see a reduction. Over the last four years, T-Mobile has introduced several means of contacting their support. Taking a look at the overall picture though, T-Mobile seems to be doing very well for itself and its customers.