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T-Mobile Improves Customer Satisfaction by 69% with Callbacks in Contact Centres

To combat low issue resolution scores, T-Mobile implemented a callback program in their contact centres. 

The results: 

  • 89% positive change in satisfaction 
  • 69% overall average increase in satisfaction 
  • 20% of callback customers more likely to extend contract

Overall, the company experienced a 3-5% reduction in customer churn.

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