Ace Sumania
Customer Interaction Management
Handle inbound customer calls, emails, and chat inquiries
Resolve customer issues related to billing, technical support, and account management
Upsell and cross-sell T-Mobile products and services
Performance Metrics
Meet or exceed Average Handle Time (AHT) targets
Maintain high Customer Satisfaction (CSAT) scores
Achieve First Call Resolution (FCR) goals
Account Management
Process account changes, upgrades, and cancellations
Explain billing statements and plan details
Assist with device troubleshooting and setup
Quality Assurance
Adhere to T-Mobile's quality standards and procedures
Participate in regular call monitoring and feedback sessions
Complete required training and stay updated on new products and policies
Data Entry and Documentation
Accurately log customer interactions in the CRM system
Update customer account information as needed
Document call outcomes and follow-up actions
Numbers:
Average Handle Time (AHT) target: 8-10 minutes
Customer Satisfaction (CSAT) goal: 90% or higher
First Call Resolution (FCR) target: 75-80%
Average calls per day: 50-60
Target conversion rate for upsells: 15-20%
Quality Assurance score goal: 95% or higher
Average response time for chats: 40 seconds or less
Target attendance rate: 98%
Average training time for new CSRs: 4-6 weeks
Expected annual turnover rate in BPO: 30-40%
"⭐⭐⭐⭐ Surprised by great customer service!
I called T-Mobile dreading another long, frustrating call with a robot, but wow, was I wrong! Got connected to Sarah within 2 minutes, and she was a breath of fresh air.
Sarah patiently walked me through updating my family plan, explaining all the new options clearly. She even found a way to save us $20 a month! Her knowledge of T-Mobile's plans was impressive, and she never tried to push stuff we didn't need.
The best part? Sarah actually solved my issue in one call. No transfers, no callbacks. Just efficient, friendly service.
My only suggestion: It'd be great if the online chat had the same level of service. But for now, I'll stick to calling if I need help.
Thanks, Sarah and T-Mobile, for restoring my faith in customer service!"
Mike D., T-Mobile customer since 2015