I think it unfair to single T Mobile out for brickbats. I can state clearly
that I have had the reverse experience with their contact centre. There
will always be bad service. We do not hear about the good service, just the
bad. I have had good and awful experiences with just about any contact
centre.
The issue is contact centres, in general, and the fact that so many are
outsourced to service providers whose service level agreements tie them into
knots. Additionally, when staff are not employed by the principal, but are
under contract instead, they tend to need to serve two masters.
The following DTI report may interest you:
http://www.marketingimprovement.com/snippets/DTI-UK-Contact-Centre-Study-Fin
al.pdf We have made it freely available for the moment, though it will be
placed in our subscribers area in a week or so.
Having run contact centres I can tell you that staff retention is a
challenge. Having contracted with contact centres I can tell you that
getting them do do *precisely* what you want is a challenge, the more so if
there is any conflict with their business objectives.
And that is before taking into account the individual vulnerabilities of the
staff employed there.
Add to the call centre the "Data Processor" nature of their work and you
begin to wonder why anyone would go into that business at all. It is not a
place I would choose to put any spare investment money I managed to find
Tim Trent - Consultant
Direct: +44(0)1344 392644 Mobile:+44(0)7710 126618
email: [log in to unmask]
Marketing Improvement Limited, Abbey House, Grenville Place, Bracknell,
United Kingdom, RG12 1BP
http://www.marketingimprovement.com
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-----Original Message-----
From: This list is for those interested in Data Protection issues
[mailto:[log in to unmask]] On Behalf Of Chris Bayliss
Sent: 08 September 2005 17:25
To: [log in to unmask]
Subject: [data-protection] T-mobile - was Re: (reply) Mobile phone scam
warning
On Thu, Sep 08, 2005 at 04:19:34PM +0100, Martin Hoskins wrote:
> First, on behalf of T-Mobile, I must offer Tom Devenish an unqualified
> apology if a Customer Service Adviser just "hung up" on him as he
> called to complain about his telephone bill. This is not the behaviour
> that I would expect of any of our staff.
>
My recent experience with T-Mobile staff demonstrated similar behaviour.
Despite being in the TPS I recently received an unsolicited sales call.
When I asked the name of the company the caller was from I was told that it
was T-mobile.
When I asked for the appropriate address and telephone details so that I
could fill in an appropriate complaint form at the DMA website the caller
offered to refer me to a supervisor and when I said yes, they hung up. If
this group form a typical sample of the population, this could mean tens of
thousands of people are getting similar discourteous treatment at the hands
of T-mobile.
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