9/10/2008 12:32:00 PM
T-Mobile to move prepay customer services to Manila call centre
T-Mobile is opening a new prepay customer services operation in the Philippines.
The operator claimed the new call centre will not lead to UK redundancies in any of its existing four UK call centres, and contract customers will still be provided with a UK-based call centre.
T-Mobile has historically relied on its prepay customer base for growth. UK CEO Jim Hyde recently said the company would be pursuing high-value prepay customers.
Russell Taylor, T-Mobile’s UK customer services director, said: ‘There are no plans to reduce customer service roles in the UK as a result of this activity. The full launch and sign-off to local management is anticipated to take place in [the final three months of] 2008.’
The operator confirmed last week that it is moving its prepay customer services to Manila, and that the decision was taken following a six-month review of how to improve its offshore performance.
Under the terms of the deal, T-Mobile will be part of a joint venture with Indian operator WNS and Filipino operator ACS, which will be called ‘T-Mobile Araneta’.
Taylor added: ‘This joint venture delivers a combination of real strengths. Our new partner has extensive experience in providing high-quality customer support and service to the British marketplace.’
T-Mobile revealed that it has been losing prepay customers in its last financial results. Over 550,000 prepay customers left the network in the first half of the year, adding to almost 300,000 prepay customers who fell off the base in the first half of 2007.
Hyde has also previously stressed the importance of customer service in keeping customers.
Meanwhile, Orange is bringing its India-based customer service operations back to the UK. Contract customer service is being brought back first, with the prepay section to follow.
The plans are part of CEO Tom Alexander’s strategy to improve Orange’s customer service reputation.
O2 is the only network with a 100% UK-based customer service operation.