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
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SOURCE MetroPCS Inc.