T-Mobile UK Shifting PrePay Customer Care to The Philippines
T-Mobile UK has signed a deal to outsource its PrePay customer care to a call centre in the Philippines. WNS Holdings, a business process outsourcing (BPO) firm signed the letter of intent with T-Mobile to handle all inbound customer queries, including managing promotions, charges and credits and roaming, and alert new customers to the range of subscription benefits.
T-Mobile currently operates four call centres in the UK, and contract customers will continue to be supported by UK staff.
Details of any possible redundancies have not been made clear - although the company did cut some 800 jobs in its call centers in 2005 when it outsourced some work to a 3rd party provider.
WNS Philippines is a joint venture between WNS Global Services and Advanced Contact Solutions (ACS), a contact services provider based in Manila, Philippines to offer contact centre services to global clients across a full range of industries.
"T-Mobile is committed to ensuring that our customers receive the best care at all times. We are recognized for our superior customer service, and by leveraging the capabilities of WNS Philippines, we will to take our customers' experience to the next level," said Russell Taylor, T-Mobile UK's Customer Services Director. "We have chosen WNS Philippines as our partner because they bring a deep understanding of customer needs, have a track record of operational excellence and most importantly, are aligned to our values."
Victor M. Endaya, ACS President and CEO of WNS Philippines said, "We are confident that our team will deliver the high standards of customer service that T-Mobile is known for," He added, "T-Mobile UK's vote of confidence also affirms The Philippines as the customer care destination of choice."
Posted to the site on 4th September 2008
