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