T-Mobile outsources prepay help lines


T-Mobile UK has is outsourcing its prepay customer care service to the Philippines.

T-Mobile said Filipino company WNS will run its prepay customer care operations, supporting everhything from price plan enquiries to handset issues such as lost, stolen or faulty phones.

The contact centre staff will manage queries on promotions, charges and credits and roaming, and alert new customers to the range of subscription benefits.

T-Mobile UK customer services director Russell Taylor said: "We are recognised for our superior customer service, and by leveraging the capabilities of WNS Philippines, we will take our customers’ experience to the next level.

"We have chosen WNS Philippines as our partner because they bring a deep understanding of customer needs, have a track record of operational excellence and most importantly, are aligned to our values."

The WNS resource will run alongside its existing call centre operations.

The move runs contrary to Orange’s recent decision to bring its Indian call centre operations home to the UK in order to improve customer care.