T-Mobile lays off its Customer Support Crew

Thismorning,manymembersofT-Mobile’scustomersupporttaskforce discoveredthattheywereunabletologin.Thecause?Toreducespace,T-Mobile isclosingthemajorityofitsservicecentres.

What is T-Force?

T-ForceisT-Mobile’scustomerservicedepartment,whichoperates independentlyfromthebusiness’sotherassistanceprogrammes,likechatbox support.Toprovideassistancetomillionsofusers,thestaffonlyusesFacebook andTwitter.Companyisconsolidatingtwelvecustomerservicesitesthroughout thecountryintojustfive.

WhenT-MobilefirstintroduceditsT-Forcetechniciansin2017,itbraggedthat they“reducedwaittimesby10x,from30minutesthreeyearsagotojust3 minutes…Moresatisfiedandhappierthanever,companyconsumers.”But accordingtoinsiders,CompanyhassuddenlygiventhemajorityoftheT-Force staffthechoicetorelocateorleave.Employeesmightchoosetomovetooneof thefiveremainingcentresorlookforemploymentelsewhere.

T-Mobile Move Could Make Things Worse For Customers. Aftereffects of the Decision

T-Forcepersonnelthatdecidetostaywillbegivenarelocationpayment;the amountofthispaymenthasnotyetbeendisclosed.Rumorhasitthatthosewho decidetoleavewillbegivenaseverancepackagethatincludestwomonthsof paidtimeoffandexpiresonAugust4th,2023.AlthoughthousandsofT-Force workersaretechnicallyletgoasofrightnow,theyhaveuntilJune12tochoose theirnextstep.Whiletheymakeadecision,CompanywillcontinuetopayTForceteammembers.

Thisdecisionmayirritatebothcustomersandtheworkerswhoarestillworking forT-Mobilebecausethisistheirpreferredmethodofgettingintouchwiththe companyforsupport.CustomersandemployeeswhohavereliedonT-Forcefor rapid,helpfulsupportforyearsarebothwonderingiftheywouldsoonbeoutof ajobbecauseT-Mobilehasnotyetmadeanofficialannouncementregardingthis abruptroundoflayoffs.

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