Outbound Call Center Featured Article

J.D. Power and Associates Recognizes T-Mobile USA for Its Excellence in Customer Sales Satisfaction

By Nathesh
TMCnet Contributor

T-Mobile (News - Alert) USA, a national provider of wireless voice, messaging, and data services capable of reaching over 293 million Americans where they live, work, and play, claimed that for the fifth consecutive time it has received top honors from J.D. Power and Associates in recognition of its excellence in customer sales satisfaction.

The J.D. Power and Associates 2011 U.S. Full-Service Wireless Purchase Experience Study – Volume 2 asserted that T-Mobile USA ranked highest in customer satisfaction among full-service wireless carriers with a score of 755, performing particularly well in the cost of service factor. T-Mobile also outperformed the competition in cost of service with customers ranking T-Mobile far above industry average in price of plans, additional services, and equipment.

J.D. Power and Associates asserted that being able to provide a seamless experience across multiple sales channels is key for service carriers, particularly as devices and plans become more complex. Providing up-to-date product and service information is becoming increasingly critical to exceeding customer expectations.

Officials with T-Mobile remarked that they are extremely proud of the high-quality experience their frontline provides customers every day. While a good offer drives customers to T-Mobile, it’s up to their frontline teams in all channels to make the sale. Being friendly, fast, and knowledgeable are key components of their sales culture at T-Mobile and the study results show that their customers appreciate it, and that it’s one more way they stand out from the other carriers.

T-Mobile claimed that only recently it had received recognition as a J.D. Power 2011 Customer Service Champion – one of only 40 companies to have earned this distinction that year. Previously T-Mobile received the highest ranking in overall customer care in the J.D. Power and Associates 2009 Wireless Customer Care Performance Study – Volume 1. The study measured how satisfied wireless customers are with the experience of calling into the customer service centers or visiting the retail locations of their respective providers.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.