8/7/2008 10:21:00 AM
T-Mobile store staff have been given retention power
T-Mobile has updated its store systems so staff can negotiate with customers to stop them leaving.
The operator is trying to give store staff the same powers as its retention teams in call centres to keep customers from churning.
T-Mobile introduced the new software in stores last week, and now O2 and Orange are looking to follow suit.
The changes come as customer retention has risen high on the operators’ agendas, and they look to get more value out of their existing store estates.