Emergency requests will continue to be handled 24/7
A full range of self-service channels are available, support at T-Mobile shops and on social networks
For operational reasons, T-Mobile is introducing changes to the running of its Customer Centre. Beginning 3 April 2017, infoline operators will serve customers within shorter business hours: on business days from 8:00 a.m. to 9:00 p.m. (prepaid Twist and contract customers) and from 8:00 a.m. to 6:00 p.m. (business customers). On weekends and public holidays, operators will be available to all customers between 8:00 a.m. and 5:00 p.m. Emergency requests related to the functioning of services or critical situations – such as SIM card blocking and unblocking, failure reporting and roaming administration – will continue to be handled 24 hours a day.
Customers’ satisfaction with the availability and quality of care is and will continue to be one of T-Mobile’s priorities. The operator offers a number of possibilities for conveniently and reliably handling customer requests: from self-service channels (My T-Mobile, interactive voice response system and text messages) available 24 hours a day to support offered by employees at T-Mobile shops and support on social networks.
One of the reasons why the operator has opted for the change is the ever increasing popularity of self-service internet channels, in particular the My T-Mobile application. The number of users of the operator’s internet portal is now more than 700,000 per month; the mobile application is used by nearly 300,000 T-Mobile customers every month. Through the self-service portal, customers can handle the majority of their requests, about which they would otherwise have to call the Customer Centre. By means of the My T-Mobile application, users can check the details of their contracts, set up important services, pay Statements of Services, top up credit on prepaid cards and verify how much data they have used. They will also find here a coverage map and a map of T-Mobile shops together with their opening hours.
Support on social networks
An important group of customers primarily use social networks to resolve their requests. T-Mobile communicates with its customers on Facebook, Twitter and G+, to name the most important social networks, and administrates a discussion forum. In 2016, the number of requests raised through these channels exceeded 100,000 per month, with the average time of the operator’s first response being less than ten minutes.
A brief overview of how and when customers can resolve their requests:
My T-Mobile self-service portal at https://www.t-mobile.cz/muj-t-mobile, the My T-Mobile application that can be downloaded from Apple Store, Google Play and Microsoft Store free of charge.
Customer Centre (infoline)
Complete information is available here.