T-Mobile Turns to Customer Service amid Competition



T-Mobile’s new headquarters

T-Mobile (TMUS) offers one of the best workplaces among telecommunication companies. The company has changed everything about the employee experience, something that has helped improve customer service delivery.

The opportunity to work with highly skilled specialists is one of the reasons why the carrier continues to attract new subscribers and give other carriers a run for their money. In keeping up with its reputation, the third-largest wireless carrier is set to spend $160 million on the renovation of its headquarters along I-90 in Bellevue.

The expansion doesn’t come as a surprise given that the company is in dire need of additional space in line with the rate at which it is growing. The company’s workforce in the Factoria campus has increased by 56% over the past five years. Growth in its workforce underlines its overall growth.

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In a bid to step up its competition, T-Mobile intends to complete its $26.5 billion acquisition of Sprint (S). With the acquisition, the company will be in a position to take on the likes of Verizon Communications (VZ) and AT&T (T), which continue to call the shots in the wireless sector. The combined company should be in a position to compete by offering new choices for customers when it comes to broadband.

United States Cellular (USM) is planning to lure customers to its network by boosting its voice and data network. The company has already spent over $10 million as part of the drive, this time focusing on the Missouri market.

Expansion drive

In addition to expanding its footprint in Washington, T-Mobile also has its sights on New York. The company is currently working on a new customer experience center in the state that will create at least 1,000 new jobs. The new customer care centers should benefit employees, allowing them to offer one of a kind customer service in return.

The expansion drive is part of the company’s push to try to accrue an edge in the sector in the race for new customers. By focusing on customer service, the company is hoping to acquire new customers as it looks to accrue a substantial market share.


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