T-Mobile Responds To Reuters Story Regarding Call Center Job Cuts

In response to last weeks report about Deutsche Telekom cutting almost 2,600 jobs at their American arm, T-Mobile USA has now responded with their own statement that hopes to clear the confusion. What is apparent is that T-Mobile believes this “rumor” was spread by the Communication Workers of America union and that the information provided simply isn’t true.

The recent rumor spread by the CWA that T-Mobile has cut call center jobs is simply not true. While T-Mobile employs fewer customer care representatives in the last few months, this is a result of natural attrition, and NOT layoffs. In the past months, our call volumes have decreased due to a number of factors, including our success providing customers self-help options on their mobile devices and over the Web. This allowed us to operate more efficiently, without backfilling for employees who left the company. T-Mobile’s staffing plans will continue to be informed by the needs of our business.

T-Mobile continues to lead the industry in customer service and customer satisfaction, and this speaks volumes of our motivated Customer Care organization, as well as our continued stature as a great place to work.

What say you?

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  • Mopar6464

    BS T-Mobile.

  • Guest

    No to not and what say you to what do you say. Sorry it just bothered me.

    • http://tmonews.com David

      Actually it no to now and what say you is appropriate.

      • http://twitter.com/wimbet Taylor Wimberly

        y u no to what

        • http://tmonews.com David

          What dis you says?

        • Rob Reder

          Has anyone really been far even as decided to use even go want to do look more like?

        • Anonymous

          o.O ???

        • http://tmonews.com David

          What dis you says?

        • http://tmonews.com David

          What dis you says?

        • http://tmonews.com David

          What dis you says?

        • http://tmonews.com David

          What dis you says?

        • http://tmonews.com David

          What dis you says?

    • Anonymous

      Y U no like way David type?

    • Anonymous

      Y U no like way David type?

  • guest

    I can vouch for this at the retail level – we had employee leave and we simply didn’t replace his position or offer any more positions.

    And it’s not just T-Mobile doing this – my full time job has been doing the same thing. As employees in certain positions leave we simply aren’t replacing them because there positions weren’t warranted any more because of recent efficiencies.

    • Anonymous

      I’m watching the Government do it as well.  People retire and instead of filling the position with another government employee, they split up the duties and some of it trickles down to us contractors.  

    • Anonymous

      I’m watching the Government do it as well.  People retire and instead of filling the position with another government employee, they split up the duties and some of it trickles down to us contractors.  

  • Shastab

    I’m not sure either way.  This morning I called in to customer service and had quick response and answer to my questions.  I did not think the hold time of approximately 1 minute was bad at all.  With the economy down the way it is it could be natural attrition as they say.

  • Shastab

    I’m not sure either way.  This morning I called in to customer service and had quick response and answer to my questions.  I did not think the hold time of approximately 1 minute was bad at all.  With the economy down the way it is it could be natural attrition as they say.

  • callitlikeitis

    Okay the fact that the hold times have increased dramatically you can already consider this statement FALSE  “In the past months, our call volumes have decreased due to a number of factors, including our success providing customers self-help options on their mobile devices and over the Web” 

    • Anonymous

      depends on when you call, usually monday’s are the busiest time

    • Anonymous

      depends on when you call, usually monday’s are the busiest time

  • callitlikeitis

    Okay the fact that the hold times have increased dramatically you can already consider this statement FALSE  “In the past months, our call volumes have decreased due to a number of factors, including our success providing customers self-help options on their mobile devices and over the Web” 

  • http://pharaohtechblog.blogspot.com/ Conan Kudo (???????)

    I believe it. I don’t have issues getting to reps except for when the automated system screws up and keeps asking me questions that aren’t relevant…

  • howard peterson

    The “Attrition” as they call it is force outs. I worked call center for them and they have fired over half the management and have been forcing out reps as quickly as possible with sales quotas and unrealistic job targets. As a manager I was to set higher standards and weed out the weaker reps, but it is only a matter of time before we got to good ones too. As far as hold times, they are bleeding customers at a historic rate, so yes hold times going down as there are not as many tmobile customers left.

  • No

    There have been no lay off’s in the call center that I work in.

    • Anonymous

      1.  How does one get hold of your call center?  I haven’t spoke to anyone in the U.S. in a year.
      2. Does your comment mean that there are the same number of customer support reps in your call center now as there were one year ago?

      • terry

        My center had over 700 reps one year ago. Now less than 400. In addition, the learning and development (training) depth has been disbanded in my center and reassigned as seniors or other mid management positions. No new hires in over 6 months. DT has abandoned T-Mobile USA.

      • terry

        My center had over 700 reps one year ago. Now less than 400. In addition, the learning and development (training) depth has been disbanded in my center and reassigned as seniors or other mid management positions. No new hires in over 6 months. DT has abandoned T-Mobile USA.

        • SickofTmobile

          We do not have trainers any more either. And guess where one of our former trainers is right now? LOL! In the PHILIPPINES training off shore reps.

    • Anonymous

      1.  How does one get hold of your call center?  I haven’t spoke to anyone in the U.S. in a year.
      2. Does your comment mean that there are the same number of customer support reps in your call center now as there were one year ago?

  • Lite147

    Lately whenever I call I’m left on hold 20 mins or longer, and when I do get a rep I can barely understand them, their customer service has dropped dramatically in the last few months

  • Anonymous

    Maybe also a drop off of customers after AT&T announced that they want to buy T-Mobile?

    Fewer customers doesn’t require as much staff.

  • DroidDev

    In response to T-Mobile’s response:

    “This is complete bullshit.”
    T-Mobile is cutting staff if preparation of the buyout.  Plain and simple.

  • DroidDev

    In response to T-Mobile’s response:

    “This is complete bullshit.”
    T-Mobile is cutting staff if preparation of the buyout.  Plain and simple.

  • Anonymous

    wow old pic David. SK3 is ancient.

  • Anonymous

    wow old pic David. SK3 is ancient.

  • No Dice

    Yes, and Gingerbread for the G2x was going to come out “by the end of the month” then “soon”.  Then they were pulled because of “inventory issues” but they were back in stock the day after Gingerbread came out.  But at first, the LG released version wasn’t the “official” release, but then a few days later it was.  My point is not that my G2x support sucked, it is that T-mo has lost all of my respect and trust due to their mis-information, and empty promises.  I would still be a T-mo fan if they would have stepped up and said “yep, sorry, this was a mistake and we’ll fix it”. 

    • Jcj1969

      How can T-Mobile fix a LG devuce issue, LG took long time to release software. T-Mobile does not nor ever will do software updates so is unfair to blame them for it.

    • Jcj1969

      How can T-Mobile fix a LG devuce issue, LG took long time to release software. T-Mobile does not nor ever will do software updates so is unfair to blame them for it.

      • No Dice

        You missed the entire point.

    • Jcj1969

      How can T-Mobile fix a LG devuce issue, LG took long time to release software. T-Mobile does not nor ever will do software updates so is unfair to blame them for it.

  • Fborrayo

    im likin the old sidekick 3 promo on the store’s window

  • Galvatron

    I would say that this is simply a play on words, they can say its natural attrition but realistically they are just getting rid of as many people as they possibly can while still being able to say they aren’t laying people off.  Makes sense. And to the reps that are to blind to see what is happening, just wait until all the reps that “deserved to be fired” are gone and the only ones left are you, what do you think will happen?

  • Foggyavenger

    most of at&t is unionized so it makes sense for them to cut people now before merger and reps get into the union making it harder for them to be let go for the bs reasons tmo is using,and I’ve seen award winning reps and slackers both let go so a lot of it is favoritism

  • CO_yeti

    There are no layoffs, but use your common sense. This company will not be around much longer so the smart employees are finding new jobs and of course Tmo is not going invest in hiring and training replacements.

  • Anonymous

    What a joke.  Anyone who’s been with T-Mobile more than a year knows that waiting time has gone from less than 5 minutes to over one half hour, and that when you’re eventually connected to real human being, it’s likely to be someone who speaks English poorly and has no knowledge of how to solve your problem.  If anyone finds T-Mobile’s current customer support satisfactory — I used to love it — I’m eager to hear from him/her!

  • Addikit

    I think it’s funny how some people are saying it’s a “play on words” or that people are getting let go for BS reasons. Maybe you don’t fully understand what attrition is, because if you did you would understand that it’s when people leave on their own accord as well, and trust me, call centers have HUGE attrition rates for people leaving because call center work is awful and is only for certain people.

    So basically it boils down to:

    T-Mobile Call Center Rep quits their job & T-Mobile doesn’t hire anyone to replace them.

    Nobody is getting laid off.

    • Prettyeyedboi44

      Addikit, if you worked at T-Mobile, then you would not make the comment you did. I do, and you are dead wrong. People are quitting, but for job stability purposes. This does not account for a big percentage. What’s bigger is T-Mobile is finding reasons to let people go. Everything from a bad call, which is considered bad if no sales attempt was made, to fmla reasons. Get your facts straight.

    • http://twitter.com/B2theMFReady Bill Ready

      It is EXACTLY a play on words.  Attrition, when used as a strategy to reduce head count, is NOT naturally occurring.  Benefits are cut, work hours are lengthened, etc.  Employees are worked harder and harder.  To the point that some employees feel they can get a job somewhere else.  It would be like the only homeless shelter in town raising the temperature of the building 1 degree each day.  It would get to the point that homeless people would choose to live out on the streets than live in the shelter.  The homeless shelter didn’t FORCE the homeless people out, but they saved money on food, laundry, electricity, etc.   

      • liz

        this sounds exactly like the response from a union “plant” folks and believe me, they are all over this board…

        • Guest

          Thank you liz! 

        • Guest

          Thank you liz! 

        • ww88ww

          Has T-Mo proven any of its statements?  Any evidence? 

    • http://twitter.com/B2theMFReady Bill Ready

      It is EXACTLY a play on words.  Attrition, when used as a strategy to reduce head count, is NOT naturally occurring.  Benefits are cut, work hours are lengthened, etc.  Employees are worked harder and harder.  To the point that some employees feel they can get a job somewhere else.  It would be like the only homeless shelter in town raising the temperature of the building 1 degree each day.  It would get to the point that homeless people would choose to live out on the streets than live in the shelter.  The homeless shelter didn’t FORCE the homeless people out, but they saved money on food, laundry, electricity, etc.   

    • http://twitter.com/B2theMFReady Bill Ready

      It is EXACTLY a play on words.  Attrition, when used as a strategy to reduce head count, is NOT naturally occurring.  Benefits are cut, work hours are lengthened, etc.  Employees are worked harder and harder.  To the point that some employees feel they can get a job somewhere else.  It would be like the only homeless shelter in town raising the temperature of the building 1 degree each day.  It would get to the point that homeless people would choose to live out on the streets than live in the shelter.  The homeless shelter didn’t FORCE the homeless people out, but they saved money on food, laundry, electricity, etc.   

    • http://twitter.com/B2theMFReady Bill Ready

      It is EXACTLY a play on words.  Attrition, when used as a strategy to reduce head count, is NOT naturally occurring.  Benefits are cut, work hours are lengthened, etc.  Employees are worked harder and harder.  To the point that some employees feel they can get a job somewhere else.  It would be like the only homeless shelter in town raising the temperature of the building 1 degree each day.  It would get to the point that homeless people would choose to live out on the streets than live in the shelter.  The homeless shelter didn’t FORCE the homeless people out, but they saved money on food, laundry, electricity, etc.   

    • Guest

      Thank you!  I wish those who are posting on here would own up to why they got let go!  um… Let me count the reasons why you got let go….You added a feature to an account without permission, you told a cust you removed the feature and you didn’t, you are either not coming to work or coming in late, you hold on to transfers, you hang up on customers, you are now a “sales Rep” and not making Sales, the list goes on. Own up to losing your job because YOU SUCK! And yes the metrics are achievable, you just have to give a damn! 

    • Guest

      Thank you!  I wish those who are posting on here would own up to why they got let go!  um… Let me count the reasons why you got let go….You added a feature to an account without permission, you told a cust you removed the feature and you didn’t, you are either not coming to work or coming in late, you hold on to transfers, you hang up on customers, you are now a “sales Rep” and not making Sales, the list goes on. Own up to losing your job because YOU SUCK! And yes the metrics are achievable, you just have to give a damn! 

      • SickofTmobile

        You DO NOT have a clue. I work for T-Mobile and I can tell you with 100% certainty that a LOT of reps have been let go for not meeting CRT. That is Call Resolution Time. And the company keeps lowering it and lowering it. As of June, a tech rep had to complete a call in around 13 minutes. So, if you have a couple of customers per day who keep you on the phone for an hour, then you don’t meet for the day. If this happens regularly, well, you see where I am going with this. Not all T-Mo reps feel good about giving customers canned responses and rushing them off the phone. So, they get fired. The one’s who keep their jobs are the one’s who really don’t care and work hard to meet the company “numbers”, and trust me, the “numbers” and not the customers is what matters to the company.

  • Addikit

    I think it’s funny how some people are saying it’s a “play on words” or that people are getting let go for BS reasons. Maybe you don’t fully understand what attrition is, because if you did you would understand that it’s when people leave on their own accord as well, and trust me, call centers have HUGE attrition rates for people leaving because call center work is awful and is only for certain people.

    So basically it boils down to:

    T-Mobile Call Center Rep quits their job & T-Mobile doesn’t hire anyone to replace them.

    Nobody is getting laid off.

  • http://MobileGenius.wordpress.com JM

    They are very good at avoiding “layoffs” and the high turnover rate at call centers makes it easy. It is simple:

    Don’t replace people who leave voluntarily. This is easiest.

    Remove under-performing reps as quickly as possible.

    Find reasons to remove award-winning reps (a supposedly bad call or going to lunch late or even failing to offer a new rate plan).

    Anything can work.

    • terry

      This is accepted T-Mobile practice. You must’ve been here awhile.

      • http://MobileGenius.wordpress.com JM

        Oh no…I’m definitely not with the company. I left in late 2009. I watched every single one of the top ten reps shown the door. I had ranked 16 or under since moving to customer care from retail 10 months prior and knew that getting awards and earning bonuses was NOT the right thing to do to save my job…so I found a new position here in Texas.

        The center I was in went from close to 800 representatives to the point at which renovations that took over half of the center didn’t even require people be moved…it was very quiet and empty there. Far less than half of the center in use.

      • http://MobileGenius.wordpress.com JM

        Oh no…I’m definitely not with the company. I left in late 2009. I watched every single one of the top ten reps shown the door. I had ranked 16 or under since moving to customer care from retail 10 months prior and knew that getting awards and earning bonuses was NOT the right thing to do to save my job…so I found a new position here in Texas.

        The center I was in went from close to 800 representatives to the point at which renovations that took over half of the center didn’t even require people be moved…it was very quiet and empty there. Far less than half of the center in use.

  • http://MobileGenius.wordpress.com JM

    They are very good at avoiding “layoffs” and the high turnover rate at call centers makes it easy. It is simple:

    Don’t replace people who leave voluntarily. This is easiest.

    Remove under-performing reps as quickly as possible.

    Find reasons to remove award-winning reps (a supposedly bad call or going to lunch late or even failing to offer a new rate plan).

    Anything can work.

  • Trinidad

    Why do I get, “Due to unusually high call volumes, there is a delay in answering your call” then?  If they were able to have such reduced call volumes?

    • VisionBlind

      thats a generic message. Same thing like when someone’s doesnt pay their bill the message doesnt say “sorry you tried to call this deadbeat, he didnt pay his bill, you might try giving him money and then he might be able to afford answering your call’

      Most call centers had specific departments that work their arses off to make sure call volumes are never unusual and unprepared for. This doesnt mean they are always successful but the message you get is most likely a generic one. 

      The company I work for does the same thing

      • http://twitter.com/B2theMFReady Bill Ready

        “work their arses off to make sure call volumes are never unusual and unprepared for”

        Yes, by giving customer BS answers (just to get them to hang up).  THIS is why you have high call volume. 

  • Magnum

    any htc g3 news?

  • Kellybellytarver

     “the past months, our call volumes have decreased due to a number of factors, including our success providing customers self-help options on their mobile devices and over the Web” Thats B.S. I work for T-Mobile and the past couple of months we’ve had nothing but back to back calls EVERYDAY!

    • VisionBlind

      What skills are you then?

    • guest

      From May (when the 214 queue was created) until I left in the beginning of this month, tech had, almost every day, back to back calls from clock in to clock out (and I worked a 4×10). Skill sets 214 and 398.

      And to top it off, T-Comm almost always listed CC as in code magenta, same with retentions (lol) and financial care. Decrease in call volume MY ASS.

  • J P

    P.R. Spin Machine if I’ve ever seen one.

  • MattMJB0188

    Looks like no one wants to acknowledge the fact that if you can’t get through its because T-Mobile has blacklisted your number.  Test it out.  Try calling from your phone and then a landline and key in a different number.  Try calling *67, 1800-937-8997 on your phone then and key in a fake number.  Bet you guys anything you’ll get right through.  T-Mobile reps DO NOT ACKNOWLEDGE this ridiculous practice.  

    • Jonsoncd

      You cannot block your number from a 1-800 number.

      • Guest_001

        Every time you call an 800 number they pay for the call. They are the “owner” of that 800 number. Since they pay for the service its their number to do with how they would like. The can configure it so that you can’t call anonymously using features like *67, block entire area code ect..  

        • VisionBlind

          many of these companies use ANI, automatic number identification. It overrides call blocking, and costs companies ton of money. It is impossible to block your number from ANI. 

          Also many companies use priority call routing. Credit cards, telecommunications, etc. They do this because they want to give priority routing to good customers, and prevent the people who are calling in repeatedly just to get a different answer about a credit they dont deserve from clogging the lines. 

        • MattMJB0188

          Well then perhaps the *67 prompts their system to ask you for a number which then you key in a fake number and get right through. 

        • Blah

          its because they do create longer hold times for customers who constantly call in. some customers feel the need to call twice a day for the same exact answer which creates longer hold times for customers that need help and dont constantly tie up the lines. There are also pocket dialers whose phone will call in 67 times a day because of pocket dialing. if you want to get through fast… simple. . dont call everyday!

        • MattMJB0188

          That’s a lousy answer.  There is NO need for a blacklist regardless.  No other carrier does this except Sprint I believe but they just drop you.  Due to T-Mobile’s fault I had to call several times back in early January and am still blacklisted as of a few weeks ago.  Absolutely ridiculous.  I can wait to leave this company.  When I joined them in 2005 they were great.  What happened?

        • MattMJB0188

          That’s a lousy answer.  There is NO need for a blacklist regardless.  No other carrier does this except Sprint I believe but they just drop you.  Due to T-Mobile’s fault I had to call several times back in early January and am still blacklisted as of a few weeks ago.  Absolutely ridiculous.  I can wait to leave this company.  When I joined them in 2005 they were great.  What happened?

        • Jason

          Stop calling, you’re a pain in the ass

        • Anonymous

          they stopped caring about long term customer satisfaction and started only caring about the quick, up-front dollar gains.

        • MattMJB0188

          That’s a lousy answer.  There is NO need for a blacklist regardless.  No other carrier does this except Sprint I believe but they just drop you.  Due to T-Mobile’s fault I had to call several times back in early January and am still blacklisted as of a few weeks ago.  Absolutely ridiculous.  I can wait to leave this company.  When I joined them in 2005 they were great.  What happened?

        • Blah

          its because they do create longer hold times for customers who constantly call in. some customers feel the need to call twice a day for the same exact answer which creates longer hold times for customers that need help and dont constantly tie up the lines. There are also pocket dialers whose phone will call in 67 times a day because of pocket dialing. if you want to get through fast… simple. . dont call everyday!

        • MattMJB0188

          Well then perhaps the *67 prompts their system to ask you for a number which then you key in a fake number and get right through. 

        • MattMJB0188

          Well then perhaps the *67 prompts their system to ask you for a number which then you key in a fake number and get right through. 

        • MattMJB0188

          Well then perhaps the *67 prompts their system to ask you for a number which then you key in a fake number and get right through. 

      • MattMJB0188

        Oh yes you can.  It works every time. 

    • Meagan

      If you really need to reach them, use Web Chat. 

      If you are a current customer, you may get the longer wait than a new customer.  Makes $en$e, though not appreciated. 

      If you call a lot, they probably already have the number you are calling from on their list, even though you think you are blocking it with *67.

      • Jeffreygreen1315

        I’ve used web chat for the last 2 mos to get a $9.99 charge of of my bill and it has yet to be removed. Some csr gave me instructions to remove it myself and they didn’t work. I wasn’t able to find the place to remove the tv service that I never ordered in the first place! Called the call center and stayed on hold for over an hr twice just so the line could be picked up and the individual say “customer I can’t hear You! You will have to call back!”

    • http://www.facebook.com/people/DOne-Burrell/507890855 D’One Burrell

      MattMJB0188, I have never heard of that before so that could be a reason why it is not being acknowledged….

      • MattMJB0188

        Yep, lots of people are completely unaware of the blacklisting but its very real.

        • ex

          in that case stop calling for stupid crap and they won’t blacklist you.

        • ex

          and t-mobile reps do not acknowledge this practice because they don’t know what the hell you are talking about.  Nor do they have control of what calls go through or not, so instead of calling t-mobile customer care and holding up the lines for everyone questioning the reps for stupid stuff go to a t-mobile store.

        • Anonymous

          the reason we dont acknowledge it is because we are not ALLOWED to.

          and never, EVER, go to a tmobile store for anything.  if theyre not making money off what you need them to do they will not do it.  and IF they do they either call into customer care instead of the retail support line (like theyre supposed to) or they add random crap onto your account against your knowledge or express instructions not to.

          i see this at LEAST a dozen times a day.  a 90 year old great-grandmother does not and would never agree to a $60 data feature on an old fliphone that doesnt even have a web browser.

      • MattMJB0188

        Yep, lots of people are completely unaware of the blacklisting but its very real.

      • MattMJB0188

        Yep, lots of people are completely unaware of the blacklisting but its very real.

      • TmoRep

        Yep, it’s called the Bronze Que, If you call in very frequently, like some that call every day or multiple times a day or always demand a manager when not needed for your issue, you may be put in this Que.  Every call that comes in costs the company more then $5 to take on average and if you are costing the company more to answer your call then you pay in to us then you will have to wait to speak to us even if we are sitting around with no calls coming in.  If you don’t want to be in that situation then don’t call all the time.  There is absolutely NO reason to call customer care every day or several times a day, get a life.

      • http://twitter.com/Tito_1 Felipe Zamora

        I am blacklisted. I have to *67 and jump through hoops. Its retarded -_-

        • Anonymous

          no offense dude, but if you call in all the time or are a pain in the ass thats what happens.

    • http://www.facebook.com/people/DOne-Burrell/507890855 D’One Burrell

      MattMJB0188, I have never heard of that before so that could be a reason why it is not being acknowledged….

    • Tmobilecansuckmyballs

      This is true. If you call too many times, or aren’t a top paying “priority” customer, you *WILL* wait 3 hours to speak to someone, even if reps are there waiting minutes between calls.

    • Tmobilecansuckmyballs

      This is true. If you call too many times, or aren’t a top paying “priority” customer, you *WILL* wait 3 hours to speak to someone, even if reps are there waiting minutes between calls.

    • WW

      trying to block your phone number (outside of ani spoofing) from appearing doesn’t work if you’re calling a toll free number. since the party being called is paying for the call, you don’t have the right to prevent them from seeing your ani. now, that doesn’t necessarily mean the rep can see your number but the owner of the toll free does have access to “who called them”.

    • Anonymous

      its true, we talk about this at almost every smoke break to the new people coming out of TCC.

  • MattMJB0188

    Looks like no one wants to acknowledge the fact that if you can’t get through its because T-Mobile has blacklisted your number.  Test it out.  Try calling from your phone and then a landline and key in a different number.  Try calling *67, 1800-937-8997 on your phone then and key in a fake number.  Bet you guys anything you’ll get right through.  T-Mobile reps DO NOT ACKNOWLEDGE this ridiculous practice.  

  • MattMJB0188

    Looks like no one wants to acknowledge the fact that if you can’t get through its because T-Mobile has blacklisted your number.  Test it out.  Try calling from your phone and then a landline and key in a different number.  Try calling *67, 1800-937-8997 on your phone then and key in a fake number.  Bet you guys anything you’ll get right through.  T-Mobile reps DO NOT ACKNOWLEDGE this ridiculous practice.  

  • callitlikeitis

    On the flipside AT&T is hiring a ton right now.  Some call centers have almost doubled their reps in the last few months.  Makes sense though, tmobile gets rid of their employees and at&t already has enough added staff to support the buy out without paying severance or bonus to long time tmobile employees.

    • arthur64

      the severance package for every t-mobile employee who could potentially be laid off was sent out to each employee months ago.

    • arthur64

      the severance package for every t-mobile employee who could potentially be laid off was sent out to each employee months ago.

    • http://www.facebook.com/people/DOne-Burrell/507890855 D’One Burrell

      Callitlikeitis, there is also a provision that is signed when you get on with a wireless carrier job wise, that says you can not leave T-Mobile and join up with another wireless carrier for minimum six months.  With ATT hiring more workers, there will be no way T-Mobile employees will be able to get on with a different wireless carrier unless that provision were to go away…

      • Tmobilecansuckmyballs

        That is never even considered. Many, many people I know who were so kindly fired from t-mobile for not having a magenta ‘T’ tattooed on their forehead, have gone on and  immediately gotten jobs at Verizon, At&t, etc.

      • ww88ww

        Virtually unenforceable pseudo-legality drafted by aimless HR bozos

        • FrmRep

          Not true. T-Mobile has 2 centers in Albuquerque. There is a Verizon call center there as well.Verizon will not hire anybody with T-mobile on their resume. Verizon doesn’t force their employees to sign noncompete clauses. I used to work with a number of former Verizon employees.

        • FrmRep

          Not true. T-Mobile has 2 centers in Albuquerque. There is a Verizon call center there as well.Verizon will not hire anybody with T-mobile on their resume. Verizon doesn’t force their employees to sign noncompete clauses. I used to work with a number of former Verizon employees.

      • http://twitter.com/Flashfox Flashfox

        Not valid if T-Mobile is acquired by at&t as they would be one and the same ;-)

    • http://www.facebook.com/people/DOne-Burrell/507890855 D’One Burrell

      Callitlikeitis, there is also a provision that is signed when you get on with a wireless carrier job wise, that says you can not leave T-Mobile and join up with another wireless carrier for minimum six months.  With ATT hiring more workers, there will be no way T-Mobile employees will be able to get on with a different wireless carrier unless that provision were to go away…

  • callitlikeitis

    On the flipside AT&T is hiring a ton right now.  Some call centers have almost doubled their reps in the last few months.  Makes sense though, tmobile gets rid of their employees and at&t already has enough added staff to support the buy out without paying severance or bonus to long time tmobile employees.

  • callitlikeitis

    On the flipside AT&T is hiring a ton right now.  Some call centers have almost doubled their reps in the last few months.  Makes sense though, tmobile gets rid of their employees and at&t already has enough added staff to support the buy out without paying severance or bonus to long time tmobile employees.

  • Richiehz76

    I have been using TMobile for over 3 years and I must say that something is going on in their world of call centers. They must be laying off or not hiring quality reps. Customer service has dropped dramatically , I used to deal with friendly upbeat agents. Now most do not even thank you for calling , they do not brand the phone calls , or worse an agent named Tommy who has a distinct indian accent will answer the call. Once my contract is done I will never use tmobile again.

    • Anonymous

      the reason we dont brand calls is because we are not supposed to.  at least thats how it is at service partners, like where i work.

  • Richiehz76

    I have been using TMobile for over 3 years and I must say that something is going on in their world of call centers. They must be laying off or not hiring quality reps. Customer service has dropped dramatically , I used to deal with friendly upbeat agents. Now most do not even thank you for calling , they do not brand the phone calls , or worse an agent named Tommy who has a distinct indian accent will answer the call. Once my contract is done I will never use tmobile again.

  • Richiehz76

    I have been using TMobile for over 3 years and I must say that something is going on in their world of call centers. They must be laying off or not hiring quality reps. Customer service has dropped dramatically , I used to deal with friendly upbeat agents. Now most do not even thank you for calling , they do not brand the phone calls , or worse an agent named Tommy who has a distinct indian accent will answer the call. Once my contract is done I will never use tmobile again.

  • BarrySo

    If they are union workers, I say fire them all.  You can replace them with 3 circus monkeys and get higher quality service and greater productivity.

    Unions destroyed America.

    • FrmRep

      No union workers at T-Mobile. Even breathe the word and you’ll have your ass escorted out of the building.

      • http://pulse.yahoo.com/_H65VPFTJMXXU4SH5EHFGHPEAHI G.

        OMG! That is soooo true!

      • http://pulse.yahoo.com/_H65VPFTJMXXU4SH5EHFGHPEAHI G.

        OMG! That is soooo true!

    • FrmRep

      No union workers at T-Mobile. Even breathe the word and you’ll have your ass escorted out of the building.

    • ww88ww

      But I bet you would never dare utter a bad word about abusive and overpaid police unions…

    • guest

      No. Corporations taking advantage of their workers destroyed America.

  • FrmRep

    It is true they aren’t laying people off. They’ve made a systematic effort to get rid of people by making metrics impossible to meet. There isn’t a day where somebody doesn’t get pulled into HR and is put into the position of being told that they aren’t cut out for the job, they aren’t meeting metrics etc and having a form saying theyve resigned forced on them.

    T-Mobile is nothing but scum.

  • BigMixxx

    What are they not saying:

    They are not saying, over the past X years, attrition occurs during X months.  So the attrition factor is untrue.

    They are not saying anything outside of a success with the number of decreased calls…who has examined the data? self help is fine, as many people turn to other places for help.

    Straight to level 2 for me, everytime.  I don’t want to talk to anyone else…

  • BigMixxx

    What are they not saying:

    They are not saying, over the past X years, attrition occurs during X months.  So the attrition factor is untrue.

    They are not saying anything outside of a success with the number of decreased calls…who has examined the data? self help is fine, as many people turn to other places for help.

    Straight to level 2 for me, everytime.  I don’t want to talk to anyone else…

  • BrookersAM

    I don’t think I’ve ever had to wait to get a rep. Not sure what the deal is for some lines, but I always seem to get the call centers with the RUDEST reps on the PLANET albeit without delay… 

    Oh and they have no problem lying to you in order to get you to renew. 

    #SCUM

  • http://twitter.com/B2theMFReady Bill Ready

    “result of natural attrition”
    I am not a t mobile employee; however, if they are treated the same as we are, there is NOTHING natural about their attrition.  They most likely make it that the employee is driven out.

    • ww88ww

      It would be fun to see the corporate propagandists prove those “attrition” statements with data from previous years, wouldn’t it?

  • Tito

    I’m still scared for my job..

    • Tabatha9999

      The reason that T Mo call centers have turned into a sweat shop is because they are paying their  lawyers $1,200 per hour that are flown in from the most prestigius law firms.

  • Tito

    I’m still scared for my job..

  • Tmobilecansuckmyballs

    Both my boyfriend and I were “fired” from the T-Mobile call center in Allentown, PA. They are looking for any and all reasons they possibly can to fire anyone. 

  • Tmobilecansuckmyballs

    Both my boyfriend and I were “fired” from the T-Mobile call center in Allentown, PA. They are looking for any and all reasons they possibly can to fire anyone. 

    • Mobileboy

      Hahahahahahaha…Your name is classic. Hey, maybe if you spoke like a retarded robot on meth and elected to work for $14 a week, you’d still have your job.

    • Mobileboy

      Hahahahahahaha…Your name is classic. Hey, maybe if you spoke like a retarded robot on meth and elected to work for $14 a week, you’d still have your job.

    • guest113

      Was fired this past month for “hanging up on customers.” My coach said he and my TM ran a report that ~revealed~ that I was using the release button. So I asked to see the report. They refused to show it to me, but assured me that “the numbers are pretty clear.”

      They fired somebody else on my team for the exact same reason a week before they fired me. He also asked to see the report they were getting that information from. He was also told he couldn’t.

  • Bbaby728

    Oh bs they are firing people at call center locations that have been there a long time some with tenure that dates back to before tmobile waseven tmobile. The only excuse given is they are not living up to tmobile values

    • Tmobilecansuckmyballs

      Yep…that’s exactly what we were told. Never mind that I was in the top 15% of reps in the call center consistently.