MetroPCS Employs Telvista's Outsourced Contact Center Solutions

New Wireless Service Provider Lowers Operational Costs Without Sacrificing

Customer Service

Apr 16, 2002, 01:00 ET from MetroPCS Inc.

    DALLAS, April 16 /PRNewswire/ -- MetroPCS, a new wireless service provider
 serving consumers in select metropolitan areas, has outsourced all of its
 customer contact center services to maintain low operating expenses and
 continue its commitment to providing consumers with anytime, all-you-can-talk
 monthly service for one flat rate of $35 per month without any extra charges.
     MetroPCS has partnered with Dallas-based The Telvista Company (Telvista),
 a full-service provider of customer relationship solutions, to deliver the
 superior quality of service and resources consistent with internal contact
 centers, but without the costs associated with them.  By outsourcing, MetroPCS
 will see significant savings on costs associated with purchasing and
 maintaining network equipment, leasing building space, and hiring and training
     Telvista's Contact Center Outsourcing service provides a full staff of
 agents who are specially trained to serve MetroPCS' customers.  MetroPCS and
 Telvista jointly developed a training program that fully prepares agents to
 answer any questions relating to MetroPCS' service.  To ensure the highest
 quality customer service, Telvista has developed a call disposition database
 program tailored for MetroPCS that provides daily updates and call logs and
 they have deployed a remote call monitoring system that lets the service
 provider monitor customer calls at any time.
     "Outsourcing our call center services to Telvista's expert staff is one
 way we are controlling operational costs, but without giving up control of our
 customer relationships or sacrificing quality of service," said Braxton
 Carter, MetroPCS' vice president of corporate operations.  "MetroPCS has found
 a true partner in Telvista, which provides the deepest understanding of our
 business, the highest quality solution, and the flexibility to grow with us so
 we can continue to give wireless customers the simple plan and no counting
 minutes they want, and the highly personalized, quality customer service they
     Telvista's outsourcing solution enabled MetroPCS to rapidly expand its
 customer service resources to support the company's launch in and around the
 metropolitan areas of Miami, Atlanta and Sacramento, Calif. within a 30 day
 period.  To support MetroPCS' rapid growth, Telvista expanded its contact
 center staff in Grapevine, Texas, to accommodate several hundred new customer
 service representatives hired from the Dallas/Ft. Worth area.
     "MetroPCS is leveraging all parts of our business, including our Contact
 Application Solutions, Professional Services, and our outsourcing services.
 We worked as a team from day one to create a solution that would take
 advantage of Telvista's unique advantages: our experience in the wireless
 industry, our ability to rapidly expand our staff and provide consistent,
 quality service at all stages of MetroPCS' growth," said Blake Wolff,
 President and CEO of Telvista.
     About The Telvista Company
     The Telvista Company provides innovative customer relationship solutions
 that improve customer satisfaction, enhance efficiency, and reduce costs.
 Superior operating systems, quality personnel, and enabling technologies are
 utilized to deliver a range of customer contact center outsourcing services.
 Comprehensive consulting services support contact center efficiency, network
 design, technology utilization, and resource deployment.  Telvista also offers
 proven web-based decision support systems as packaged contact center
 application solutions.  For more information about Telvista visit .
     About MetroPCS Inc.
     MetroPCS Inc., headquartered in Dallas, holds licenses to offer local
 wireless phone service to customers who live, work and play in and around the
 metropolitan areas of Atlanta, Miami, San Francisco and Sacramento.  MetroPCS
 frees customers from the frustration of wireless offerings by providing one
 low monthly cost and one simple plan with unlimited anytime minutes,
 competitive long distance rates and no contract.  The company is among the
 first wireless operators to deploy an all-digital network based on third
 generation infrastructure and handsets.  For more information visit .
                     MAKE YOUR OPINION COUNT -  Click Here