MetroPCS Employs Telvista's Outsourced Contact Center Solutions
New Wireless Service Provider Lowers Operational Costs Without Sacrificing
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 staff. 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 expect." 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 www.telvista.com . 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 www.metropcs.com . MAKE YOUR OPINION COUNT - Click Here http://tbutton.prnewswire.com/prn/11690X39461668
SOURCE MetroPCS Inc.
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