T-Mobile Announces The Closing Of Seven Call Centers Around The Country

There are stories I hate writing and there are stories I REALLY hate writing, this goes beyond either of those as T-Mobile (internally I might add, though it’s bound to become public anyway as employees find out) announces they are closing down 7 of their 24 call centers. In a move that is likely to shore up finances the company will need to boost operations, close to 3300 employees will be out of work. However, T-Mobile is offering relocation help as the 17 remaining call centers will attempt to fill close to 1400 positions, leaving 1900 net employees out of work.

On a personal note I’m terribly sorry to hear this news and it’s heartbreaking to know that so many good people are now looking at an uncertain future. Our heart goes out to them.

Dear colleagues,

I have difficult news to share today: we are consolidating our call center operations and closing seven of our 24 facilities. This decision was not easily reached, but it is a necessary measure. The reality is our cost structure must be better optimized to match our customer base and call volumes.

The affected Customer Service facilities are Allentown, Pennsylvania; Fort Lauderdale, Florida; Frisco, Texas; Brownsville, Texas; Lenexa, Kansas; Thornton, Colorado; and Redmond, Oregon.  The consolidations will result in 1,900 net job reductions. Approximately 3,300 employees at the seven impacted facilities will be affected, and we will begin hiring immediately at the remaining 17 call centers to fill as many as 1,400 positions.

Impacted call centers will remain open for three months following this announcement.  Affected customer service representatives will have the option to transfer to any of the remaining 17 call centers.  Employees who choose not to transfer and are employed on the date the center closes, will be offered transition packages with severance pay and outplacement support. T-Mobile is partnering with an outplacement firm to provide on-site career centers at all seven facilities. Every employee will have access to a personal career coach and be offered job search training and tools. In addition, T-Mobile will pay for two months of continued health care coverage under COBRA (which is available for up to 18 months for eligible employees who elect this option).

Looking ahead, we will also be restructuring other parts of the company. It is important to note this will not include our customer service representatives in the remaining 17 call centers, technicians in engineering or front line employees in our T-Mobile corporate-owned stores. In other parts of the organization, the majority of changes will be announced by the end of May 2012. Senior leaders are intently focused on making the best possible choices standing on the foundation of our shared T-Mobile Values. The outcome will be an organization that is structured efficiently and closer to the customer. Leaders will share more information as plans evolve.

These are not easy steps to take – or, I know, to read. We must address our business realities so we can focus on getting T-Mobile back to growth.

Our commitment, as we go through this process, is to provide clear perspective and understandable rationale, be forthright in our communications regarding our decisions, and be respectful and compassionate in our treatment of affected individuals.

Thank you for your ongoing commitment and support.

With sincere appreciation,

Philipp Humm

CEO & President

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  • Last king

    That call center is right outside my neighborhood. Sadly it might be one of the 7 out of 24 to be shut down since this city blows

  • sageone

    Unfortunate but part of the human cost of doing business. TMobile has grown fat and wasteful in non-revenue producing jobs image last 2 years. Can’t speak for cust care but if you look at the ops teams they are spending money like drunken sailors. Last year SOS team added 2 layers of management and tons of silos for id and trainers. All non $ producing. And they have been rolling out programs that do not meet field needs just to make themselves look important. 48 non-essential people in that one dept. Mr. Humm needs to take a close look at non cust facing jobs and cut there. They even have 4 managers over there with no direct reports. Total overlay jobs. And there are separate training teams for hr and care. Dumb.

    • Bornontheblue

      I worked ina call center for 7 years, and I agree with 100%. Way too many people in non revenue positions that dont really accomplish anything for the companyy. Way too many trainers, trainer assistants, admins etc. Way to many people who try to look busy, but really don’t do much.

    • TmoGuy

      It isn’t just non $ producing channels. The retail channel has become so fat with leadership that they have to create plans and strategies so vast and complicated that they literally start to give customers a bad experience (35 targeted metrics? Give me a break). You are going to have a store with 6 employees structured with a manager, an assistant manager, a sales lead, and 3 part time associates? Then the store is going to have 4 key people in charge of driving a different aspect of the business? So four of the 6 people are leaders in one category and you have a 1:1 Associate to Manager ratio? I get super annoyed checking out at Walgreens and the lady wastes a minute of my day offering all the crap at the front counter. I can’t get mad at her because she then has to apologize for offering so many things because she is required to do so. If you want a robot, hire a robot. I hear Foxconn can help you out. 1 District manager per 7-8 stores? HaHaHa give me a break. Maybe if you were a best buy district and had 6 stores doing $100,000,000 each. Middle management at all points in the company are going to find their heads on the chopping block. The sad thing is the subordinates will be the ones to feel the wrath as these managers scramble to show how much “better” they are than their piers. 

    • WirelessRefugee

       Exactly. Many companies get “infected” with executives and managers who build little “kingdoms” around themselves, with the thinking that when there are cuts his or her job will be secure because the dept. or function is important, as indicated by the size of the dept. (aka number of employees in his or her charge).

      End result, wasteful spending on unnecessary labor.

  • http://chuckheston.myopenid.com/ ChuckHeston

    Sad indeed.  However, having gotten my turn at a lay-off almost 3 years ago I can say one thing for certain, it may be prove to be for the better.  One thing people can be proud of, I think that T-Mobile’s service is top notch (based on my personal experience)

  • Udubb

    I feel bad for the people that are about to be out of work and entering a very tenuous at best job market. Unfortunately for them the call center job requires no higher education or development of marketable skills. In the past T-Mobile was known as a company that paid very well for their front line support in comparison to other call center opportunities. I am sure it will be tough for many of these employees to go from making a  solid hourly wage to have to support their families with a minimum wage job. Good luck to them.

  • WirelessRefugee

    Here is what the TV news said, interpret it how you must and will:

    “T-Mobile has cut 1900 jobs, that’ about 5% of T-Mobile’ U.S. workforce. The affected employees can apply for jobs at the other 17 call centers. But T-Mobile warns it may have to cut more jobs as it reorganizes after a buyout attempt by AT&T failed late last year.”

    They get these releases from PR and marketing firms, so it is interesting, the warning about more job cuts.

  • Detroitking

    T-Mobile stores needs some work when I walk into a verizon or at&t store the atmosphere is totally different when I walk in T-Mobile stores it’s like a funeral home the workers seem bored out there mind but when I walk in verizon or at&t stores it felt energized T-Mobile needs to look into making there in store experience up to par with verizon and at&t 

    • Derrick227

      Thats just in your area……all of my local tmobile stores are nothing like a funeral home, the employees are always live and down to earth, maybe cause this is a college town and only young people are working in them lol

  • NoX2o02

    “It was never there” Wow, that’s mature. Great team work! I could say soooo Much worse about care.. But hey.

  • Bellevue

    T Mo is outsourcing these jobs over seas, don’t let them fool you that this is a restructure within the US borders. This is just the first step in many more negative announcements impacting very good employees. I worked in corp and dealt with the call center employees and they were a great group of dedicated employees. There will be no loyalty so if you can get out, do so ASAP. From the people I met in the T Mo centers ATT, Verizon, Sprint etc would be willing and very lucky to have such dedicated hard working people working for them.

  • http://twitter.com/Vets2Work Veterans to Work

    This is a strategic move
    against the CWA. Call centers offshore were not affected at all. What T-Mobile
    should have done is hire returning US veterans to fill these positions and take
    the tax credits from both the Fed and States to compensate for the first year.
    The last time I looked I really don’t see allot of people offshore using
    T-Mobile services; I believe most customers are in the USA. Please T-Mobile
    take a look at using Veterans for these jobs. It’s the moral thing to do.

    • CactoesGel

       +1

    • Havoktek

      +1 More….

  • Talent Acquisitions

    We are looking for about 50+ Customer Service Representatives to start over the next couple of months.  Job pays 14/hr.  Feel free to send resumes to Keenan.Boyd@modis.com.  First class starts 4/30 and we are currently submitting and interviewing.  Please feel free to forward my contact info to any of they T-Mobile reps who were laid off.  Our sympathies go out to them.  I’ve been laid off and it comes with an immense amount of stress and worry.  Lets try and get them working again!

    • Talent Acquisitions

      These positions are in Dallas, TX

  • tommy

    Lots of customer service in stores is used by customers who cannot pick up the phone and call customer service. That’s just the way I think > 50% of the customers are. maybe that’s why they are losing customers because the majority of the stupid customers have a hard time getting CS in the store.  I feel lucky when I get CS in the store and I go out of my way to find a store with decent CS because my local store never has decent CS. So I go to a store near work in the ‘styx’ that is inconvenient to get to.

  • FTLOG

    Not to mention redecorting many stores with complete redesigns.

  • guest

    It’s sad when so many people with so little information speak so loudly that the truth can’t be heard.  What happened to our co-workers is life-changing and shocking.  It broke my heart and I am under no illusion that any of us could be next. However, being in the position that I am in I have seen companies come in after closing one night and put signs on the doors as notice to their employees arriving the next day that they no longer have a job (illegal but it happens every day).  No company is required to pay a serverance package.  No company is required to continue insurance for an employee for 2 months after closing.  The government requires a 60 day notice to impacted employees of a closure, not the 90 days that we gave.  No company is required to allow guaranteed transfer for ANY frontline employee regardless of their good standing or performance AND pay them to move on top of that.  No company is required to turn their closing centers into job placement facilities and allow other companies to come in and recruit.  No company is required to offer classes on how to write a resume or interview for a job.  Companies aren’t required by law to do any of those things but we are doing ALL of them.  It’s not ideal.  It really hurts.  I could very easily be next but you know what?  I won’t be tossed out with no direction, and left without a chance.  It’s business.  Business close and change and do what they have to do to be profitable.  Business have to look at the bottom line or they won’t be in business at all.  At least I can take some comfort in knowing that THIS company looked further than the bottom line and made a decision to INVEST in every single impacted employee.  They didn’t have to do it.  That’s the true test of integrity – doing the right thing even when you don’t HAVE to.  They ask us to live the values and it makes me feel better knowing that they practice what they preach.  I am T-Mobile — Count on me.  I CHOOSE to live that value.  If you don’t, why are you here? 

    My thoughts and prayers are with every impacted employee.  Take full advantage of every resource and tool you are being given.  Ask questions and get answers from the right people.  Refer to communications and not word of mouth.  Things get twisted so fast.  Know what you have available to you.  I hope you all come out better, even if you can’t see it now, you’ve learned things here that will make you a valuable asset anywhere.  Those impacted cities are getting ready to have an amazing talent pool!

    • tmobile operations manager

      This company is screwed. You know it, I know it, tmo news knows it, and ill gurantee those call center employees know it.
      Save the economics lesson for another day.
      This firm’s opportunities to GROW ended two years ago.
      This is a mitigation strategy to keep afloat until the firm can sell itself away.
      And I should know, I have sat in the meetings and heard it myself.
      BTW…when we say we are not laying off corporate store employees, we mean “this time around”.
      Now, believe it…don’t believe it…it happening.

      • CactoesGel

         Assuming you’re telling the truth, what is Plan B for T-Mobile after the merger fell thru?

        • equals12

          Don’t really think they have Plan B…..iPhone would help but may be too little too late, even if they ever do get the iPhone. ……..Again, about the iphone, it’s about the marketing of Apple products and that’s it, makes no difference if there is a better phone out there. Look at the the tablet market, which leads the way? So if they get the iPhone, they may be able to draw in people, especially if they have cheaper plans and faster data then the big 3 who have the iphone already.

        • tmobile operations manager

          Try to sell it another way.
          Seem silly?
          Deutsche telekom wants to be done with tmo.
          TIP: if you want to better understand what is happening with tmo usa, read about DT in the european press. Its enlightening to be sure.
          Remember that tmo usa is not an american firm.

  • Snarf

    Ohhh SNAAAARF SNAAAARF :(

  • Mdjb1

    Capitalism is beautiful.

  • http://profile.yahoo.com/DNXP2GVEO3CD5AIRAMAYXVOS4Y Jeff

    I know exactly how T-Mobile employees feel. I was once in your shoes working for the same company in Jacksonville, when they decided to close our call center with the only explanation of they couldn’t work out a new lease or location. It was an even bigger slap in the face knowing they were in the process of building two brand new call centers. I feel bad for these employees, because you give a company all you can and all they do is pull the rug out from under you. Great job T-mobile, keep treating your employees like this and you won’t have to close call centers, the employees will just leave for something better.

  • Tmobileclem

    Stick Together!!  What  a joke!  How many call centers in foriegn countries are they closing or…..opening????

    • equals12

      Only call centers I knew that were out of the US were in Canada and one in the Phillipines. So again that means only about 3 calls centers outside of the US.

      • Zedex90

        You would be entirely wrong then.

        • Stevenmtzninja

          there are more outsourcers then you think, trust me i work for the company in one of the call centers that is closing and we sent trainers to train the people that are replacing us

  • Corepreacher

    There is a corporate retail store in Hamilton mall, NJ that is closing on 4/30 and they get none of the benefits that care reps get

    • T-Mobile Sales Rep

       Really? Ugh I’m worried my store is going to end up closing :(

  • tmobile operations manager

    Yes

  • Sergio

    Site got crash, some articles were removed =S

  • Honest RSA

    I hate to be that guy but working for T-Mobile at this time seems to be similar to working on the titanic seconds before it struck the iceburg. The company is like a race horse that has two broken legs, no iPhone and terrible reception we all know what needs to happen in order for the company to survive. WiFi calling helps but it still does not make up for a lack of coverage. I do believe there are better phones than the iPhone many people still want it for its simplicity and great interaction with other Apple products (Why I use one instead of an android device)

    • Kevinmarchibald

      Not sure if getting the iPhone 5 at possibly Sprint-like terms will really help T-Mobile. Getting the SGS3 within a month of other carriers will be important for T-Mobile to reduce churn and keep them afloat longer to implement its LTE plans. Really depends on whether the SGS3 is compatible with T-Mobile’s HSPA+ network out of the box.

  • Summer4me

    Very upsetting.

  • Procvar

    Do you think T-Mobile does this kind of stuff just for grins ? This is obviously a marketing campaign designed to attract more subscribers and generate more revenue. 
    T-Mobile is a business, they won’t just spend money on marketing or store decoration without considering ROI. 

  • http://twitter.com/demondedwards Demond Edwards

    Here’s what T-Mobile needs to do, stop trying to be like the other major carriers, work with the OEMs and get your phones updated to the latest Android OS faster, sooner, and more often.  You don’t have the iPhone, all of the others do, get over it and focus on Android.  Let customers know that if they want the best Android experience, T-Mobile will bring it to them.  Let existing customer upgrade and have access to the hottest deals too, being a customer, I’m more likely to tell my friends that T-Mobile lets me upgrade as often as I want, as long as I trade-in my old phone.  Think outside the box T-Mobile, if not, all of your things will be in boxes headed back to Germany.

    • UMA_Fan

      Really?  People are losing their jobs in droves because you don’t get your Android OS updates fast enough?

      People should be buying technology for what it does at the time of purchase.  Not what it MIGHT be able to do down the road.  Ultimately, the majority of customers could care less about updates it’s just android geeks who thinks it matters so much.  Ask the average person using an Android phone and ask them to tell you which version of Android they are running without looking in their settings.  I guarantee you the majority of them will not know.

      I’m not even going to TOUCH how you think you should be able to upgrade as much as you want.  That’s laughably financially impractical.  If you were to pay the upgrade price on a $600 Galaxy S II which is around $200, Then cancel and pay your $200 ETF, you’re STILL coming off cheaper than buying the phone straight out.  You’re asking the company to take more of a risk and loss?  Get outta here.

      • Magmaspawn

        I honestly cant tell you the amount of calls that escalate over OS updates. ( this is maybe 5% of escalated calls. most want a free phone of choice.)  Of that 5%  Usually, when friends that root, or someone they know said “ICS.” Now they want to be cool and want it too. Take the neglected LG G-Slate Tablet for example. I have read people who say they will leave Tmobile because it doesn’t have ice cream sandwich. ICS is honeycomb, but a figured out way to put it on a mobile phone, rather than a tablet. You know, dynamic widgets and reductions of hardware buttons? So 3.0 cant facial recognition unlock your phone via camera without an app. Yes, a few tweaks I appreciate. 

        Sad part is, you ask them… ” Do you know what this update does that is different?” Answer is always “No! but i want it” 
        If you are smart enough to root your phone or even know differences in change logs that impact your phone, then maybe you deserve it. Otherwise, wait for a legit and stable version to come out. (That means bloat ware that not only manufacture approves of but the wireless carrier,)If you landed in the crowd of phones you thought would be upgraded.. look to the manufacture to provide stronger development support. Often times you can side step the manufacture by going to the OEM website and side loading your update. I know this might seem bad because you can’t click up date and a few minutes later (while not using your phone it updates.)  Side load means it not over the air OTA. You do need a usb cable and might need additional software installed with internet access.I fully agree with Demond Edwards, as they speak to the marketing concept of T-Mobile pioneered Android. That point should be to lift the cap and raise the roof. Yes, it has force close and stability issues. My focal point of being a fan is innovation. You do risk stability when upping new technology.Call centers closed because T-mobile lost focus- JDP – Back up plan – AT&T distraction – Net loss Profit/customers and a wake up call.T-Mobile cannot continue operations the same way.  Needs to leverage partnerships, be more efficient in over head costs, and take charge in being a leader in both network and customer service. Android has a future and T-Mobile needs to be a part of it. 

        Re-farm spectrum will fend off Iphone disadvantage for a while but when Apple has authority to demand such an investment we should not go negative in production when hardware/network investment is needed. I suggest instead of losing ” Largest 4G American Network” We top Verizon with that and step up our game with customer service.

        Blah blah i could keep going but this is a mess. Make me head of marketing and Things would change for the better. 

      • Wholybull

        “Ask the average person using an Android phone and ask them to tell you which version of Android they are running without looking in their settings.  I guarantee you the majority of them will not know.”
        I guarantee these are the same people who don’t know where their menu button is either.

    • CactoesGel

       I agree with Desmond here.  Since T-Mobile can’t get the iPhone, why not be the Android preferred carrier?  That being said, I hope things work out for the people that will lose their jobs.  I only blame T-Mobile for this.

    • Sammilwaukee

      100% with you Demond. I don’t want an iPhone, I just want the best Android experience with T mobile, with the best customer service. Customers that T-mobile does’t have see in 2D, they will stick to it forever once they’ll discover the third dimension.

  • Sg27

    Close the overseas call centers.

  • TmoUSPloyee

    Tmo is simply streamlining their business and cutting costs.  Today our Quikview system is down but now we got an email giving us access to Samson (Customer Care’s System) for the first time.  Simply put the front line sales reps are obviously going to be able to handle a good chunk of the would be calls to customer care in the future in store.  Good for the customer if the sales reps are able to balance it with their number one job which is to sell.  The email by Humm definitely stressed that no front line reps would be cut further validating the fact that this is indeed the course of action.  Why pay two different people to do one job when you can have both of them handle the same issues in store and out of store while still being able to reduce call centers and cutting those costs.  One of the biggest  issues I’ve seen over the years is customer frustration when they come into the store and expect their issue to be fixed right then and there and we have to refer them to customer care because it’s only something that can be done over the phone and not in store.  It’s truly unfortunate that people will lose their jobs over this, but something most companies need to do to survive especially when Tmobile is planning to spend so much money on network upgrades like LTE and hopefully an upgraded selection of smartphones including a possible iPhone.

    • philly8

      if they make the frontline work harder than thats not fair to them…..pay raise is needed

    • Guest

      Yes, it is frustrating to the customer at times that issues can’t be resolved in store. But you must also look at the fact that we are Sales Reps, not customer service reps. Not that we shouldn’t help customers with their issues, however, our paychecks and bottom line will be effected if we have to take on handling more customer issues, instead of focusing on what we are meant to do–which is to sell.

  • S0ccergal

    My heart goes out to the affected employees. I personally know what it feels like to receive an email like that and be a sitting duck for a couple of months back when I used to work for EarthLink.

    Keep your head up guys. I know it’s gonna be a rough road ahead but in due time something better will come.

    Just a heads up in case this is available to you guys…the sometimes offer to pay for courses. Take advantage of that

    Stay strong

  • Guest

    Let me perfectly frank in my opinions here. A lot of people have a lot of hate for AT&T regarding their position in the acquisition debate. What you don’t realize is that devil you have to live with is as bad as the outside devil. Ever since that goddamn German got off the plane and took the helm at T-Mobile USA it’s been a disaster. Everybody knew what that meant.

    It takes TWO parties to have decided on selling T-Mobile, and one of the two was DT. That German devil came here, acted like he cared about the employees, did a little PR stunt going from store to store, call center to call center, and then after all that, revealed his true reason for DT taking the helm of T-Mobile USA. To prepare the company for sale, which would result in massive losses of T-Mobile employees, and a higher prices for consumers across the board. AT&T might be bad in it’s intentions as well, but it’s the German devils who brought this upon us.

    Now that the government rejected the German devils quick sale strategy, they have decided to take a scorched earth policy for retribution. They are going to cut jobs, degrade customer service, degrade the company. And the funny thing , these German bastards think they’re doing the right thing. You tell me how the gutted Customer Service they created by taking what Sue Nokes had done so well, and flushing it down the toilet worked. Did that work so well? So now they add insult to injury, but just flat out closing a bunch of centers altogether. These dumb German penny pinchers misunderstand business. They can’t build the brand back unless they bring back some of their image. This is exactly what happened to Apple in the mid 90s when Jobs left. Cheapening, labor cutting, brand ruining efforts to “bring down the bottom line”.

    The bottom line is while Dotson and Nokes, etc were at T-Mobile, there was some regard for the American employees and the American customers. This German POS Humm doesn’t give a damn. And they’re about as pissed as possible that the aquisition failed and they didn’t get their $30 billion.

    • Guest

      And to all of you who believe that business leaders like this are somehow infallible and have a knowledge that we don’t have, this entire debacle is a clear indication of just how stupid they can be. We have these two companies, filled with ego and confidence, that they set about on an acquisition path that was clearly illegal and violated the law. They wasted millions on PR campaigns, T-Mobile had suffered astronomical churn as a result of the 1 YEAR they were in limbo because of the acquisition. In the end of the day, these morons at both companies lost, and lost big. AT&T lost billions, and what you see now at T-Mobile is the price they are paying. Now all of the employees, and the company as a whole, have to also pay a price for the stupidity and arrogance of these idiots. Meanwhile, these people who brought upon this entire mess, the fat cats sitting on top, keep their jobs after they wasted millions and caused irreversible damage. They have golden parachutes if/ when they leave, so that they walk away with millions. And about 2000 poor Customer Service agents are about to suffer without a job a the height of the worst recession in the past 50 years.

      It is HIGH TIME for more protectionist policies to be reintroduced into America. That means taxes on companies per employee that they outsource, that means foreign goods have levies imposed that spur on domestic production. The only people the current system helps are the goddamn multi bllion dollar internationalist corporations, the leaders of which have NO ACCOUNTABILITY FOR FAILURE. Nobody high up paid the price for this acquisition debacle.

  • MaryAnneCarlson

    I can’t believe everyone is blaming an outside phone company (AT&T) for all of T-Mobile’s mismanagement and failures.  

    T-Mobile is a business and they made a business decision to lay off all these people.  If you desperately need a scapegoat (like most of the uneducated readers insist on) then blame T-Mobile Executive Management. 

    This welfare nation mentality that always blames an outside party for all their ills apparently has a large force within T-Mobile USA’s customer base.  Years of underinvesting in the network and a botched sales attempt to another suitor has T-Mobile/DT writing all over it.   T-Mobile’s weak network investments meant they could only attract subprime credit customers and had to woo everyone with bargain basement pricing in order to compete.  

    Now this supposed “vibrant competitor,” is feeling the pain and has to cut costs for themselves because they too are feeling the pinch.  What does that mean?  Longer hold times for customer service and a larger percentage of calls going to the Philippines (you know you love those guys).  

    A “vibrant competitor,” who has to “cut back,” even those they just received money and spectrum and who has been bleeding customers for nearly 3 years now hardly inspires confidence in anyone who is sane. 

  • Schippma

    Not to get off topic but what happened to the site? This article is old news and this site had 3 or 4 other articles that were newer on Friday and Saturday. What happened?

    • http://www.trutower.com/ TruTower

      WordPress may have had issues. It happens sometimes. That’s why I save all my articles on backup. It could also be David removing redundant articles, as they were all about the call center closings, one had AT&T’s reaction and the other had FCC basically calling out AT&T on those reactions.

      Or it could have been an “oops.” Who knows? :)

    • Hdhjhjh

      Tmobile might have made him take it off cuz it makes them look bad. Conspiracy!

  • Noemail

    I must say I am throughly impressed with the class t mobile has shown with the unfortunate layoffs. In november of 2011 I was laid off from my call center job as well. My company transferred us to a new company so when they closed 3 months later there was no severance based on tenor. My health I.nsuramce wasn’t extended by 2 paid months of cobra for me it doubled in price for rhe last 3 mpnths i was employed with the.new company. I didnt get a career coach I got a group meeting with the states job board and unemployment reps and a team leader who was sorry we ran out of tine before my resume could be reviewed. I didn’t get possible relocation I was insulted even more by my job going overseas to someone who would work for less than 25& of my current pay and whose primary language was not english and whom we had to critique and give pointers too. So all in all I think mobile is a stand up company who unfortunately for the good of the whole had to cut operating costs.

    • PAgirl0421

       I am one of the people who will be let go in june (allentown call center), and I will agree that t-mobile is being very generous in the resources its providing, and I truly do appreciate everything they are doing for us during this hard time.  They have counselors available, job information, etc.  It’s hard to be bitter at a company that is doing its best to make sure the transition is as smooth as it can be for this many employees.

       It was a shock to learn the news, however…we just had a new hire class graduate a few weeks ago, and from all of the kick-off meetings/follow-up meetings, everything seemed to be looking up.  There was nothing that would have led me to believe that t-mobile was going to close any call centers.  Now that the information has had time to sink in, it makes sense why they had to do it…bottom line is t-mobile is a business and they need to make money…it was just very sudden the way that it all happened.

  • BlessingInDisguise

    Please close Nashville. Set us free from unrealistic goals and threats of being fired. Just cut us a check and call it a day. Reps either get fired for cheating to meet the goals or the get fired for not meeting the goals. They can’t win. Let my people go! My heart truly goes out to the people that lost their jobs and wanted them. However I really think they did you a favor. Now you find something better. Good luck to us all

  • Lesterdhills

    I was fired on Feb. 8 after a struggle being consistent with call resolution time. Made the goals some days, but not everyday. I had great sales figures, great marks on customer call back percentage and voice of the customer surveys. All stats were good, except the CRT, so they let me go. I don’t blame the coach who fired me. The goals coming down from Bellevue are unrealistic, primarily with the call time expectations. In my view the reason this company is in such bad shape and losing over 250,000 customers a quarter is due to some very poor decisions coming down from both DT and the folks in Bellevue. T-Mobile used to care about the customer. Now it’s a numbers game. The proof of that was heard in every team meeting, every coaching, was plastered on monitors and screens throughout the building and, ultimately proven in the number of firings and people quitting because they can’t reach the goals without sacrificing quality customer service. I know how some of my co-workers met the stats: I heard how they did it in conversations and I saw the results on accounts I dealt with daily. Cheating, cutting corners, not giving full service, etc. World class service went down the tubes months ago. The time restrictions made it impossible to do things right for the customer and still meet the company stats. Further proof of what I’m saying can be seen in the latest J.D. Powers standing. I can assure you I was fired because I refused to lower the quality of my customer service to accomodate the stats. I didn’t meet a certain number and they lost a very good rep. Oh well, it turned out to be a blessing. The stress of the job caused by the pressure from the coaches, plus increased customer drama over many Bellevue induced issues, was making me ill. So now 7 call centers are closing; believe me as one who saw first hand what’s going on, if things keep going as they are, unless upper management returns to the days of Robert Dotson and Sue Nokes, there will be no T-Mobile USA within 2 years, if not sooner. It’s been said that DT is trying to gut out this company and write it off. Whatever is going on, it’s not good. I know for a fact that during the time period of my firing, the team managers and coaches were letting people go right and left for the least little thing they could find. I have no doubt they were acting upon orders to get rid of people in anticipation of the center closing. They knew the Redmond center would be closing way before early Feb. It just wasn’t announced publically until recently. Such decisions aren’t made overnight and then suddenly announced. I’m sure the decision had already been made to ax Redmond before the first of the year. The day I left the head security guard told me that he was leaving soon too, that he was transferring out. I knew if he was leaving, voluntarily, then that could only mean one thing: the center was closing soon. My hunch was correct. I must say my 4-year stay with T-Mobile was good up until the last 4 months I was there. The constant threat of being fired, the pressure and increased stress became a daily nightmare and I’m glad it’s over. What’s happening is a rotten shame and in all fairness I do hope things turn around for this once great company.

    • Theman

      Well said David. I’m glad someone is getting the truth out there. It was a pleasure working with you. -Alex Flood

    • Ms.R

      Look at it like this, be glad that you are gone out of that hell hole. This is your opportunity to find something better.

    • Cibix

      Dude. Every call center is about stats, including call times. I gotta listen to people who complain about CRT everyday on breaks. Until they get let go.

  • Lesterdhills

    In reading some of the other posts I must comment further on the fact that T-Mobile is just trying to cut costs and make money and be competitive. I might remind one and all that such measures would be completely unnecessary if it were not for the foolish choices and decisions made by DT and the crew in Bellevue over the past 2 years or so. Of course the company is now scrambling to make ends meet and “steamline” the business to remain profitable. They have to based on the poor business decisions, too numerous to mention here, that were made. One example would be the tragic choices made regarding the stats and company expectations, goals that were unattainable apart from degrading customer service. Sorry guys, but management made its bed, now it’s going to have to lie in it.