Problems with T Mpbile

sporedude

Just to let you know T-mobile are shipping a majoroty of their customer service work base to a newly opened call centre based in Manilla. Should be happening soon.

princessjessica08

just sucks that our jobs in the uk become insecure because we're to expensive to run

sporedude

£25 a head for us, less than a fiver a head for a offshore outsource =[[

Jon_01

Typical short sightedness of management who then wonder why their losing customers and then blame everything apart from themselves and their own actions (surprised ! Not at all)...

sporedude

Agree with you there, Theyve made some bad business choices over the last 5 months or so, the biggest being the no downward migration policy

diamonds

thankfull orange kept the 50% downgrade policy....you cant forcast 18 months ahead usually, let alone month to month of this Financial crisis

treb1971

diamonds wrote: »

what telco ?

Not Telco - credit card company.

treb1971

sporedude wrote: »

... Policies are in place for a reason, If the customer does not like them, Then tough.

Trouble is, though, if enough customers vote with their feet, senior management notice the customer base shrinking and employ policies to attract new customers. Then they think they have enough customers, so they drop the attractive policies. Then customers leave. Then they have to attract new customers - which is more expensive than keeping your existing customers.
So, in the long run, it's cheaper and more efficient to listen to your existing customer base and react to their needs.

sporedude

When t-mob stopped upgrades for a brief period (september 08 - January 09), They admitted they didnt mind losing existing customers who coudnt get upgrades, They where willing to make a sacrifice losing people who had been with the company 10 years and over ect

diamonds

treb1971 wrote: »

Trouble is, though, if enough customers vote with their feet, senior management notice the customer base shrinking and employ policies to attract new customers. Then they think they have enough customers, so they drop the attractive policies. Then customers leave. Then they have to attract new customers - which is more expensive than keeping your existing customers.
So, in the long run, it's cheaper and more efficient to listen to your existing customer base and react to their needs.

exactly thats Orange/France Telecom, apart from retentions on Orange, good customers who have had to deal with Orange's idiot policies & 150 transfers to 3rd party teams outside Orange to help customers end up leaving because of them !