There’s been a huge release of the new AI system that literally does our job for us now. We have had 2-7 minutes of availability time Tuesday-Fridays up till about 4:30pm. It’s extremely obvious the company does not need as many reps as they have. The way the AI system can do our job is scary. It just started transcribing notes, as if I wrote the note itself. It does a fantastic job at explaining the problem and solution. It misses big things still, like how I took a payment to clear a payment arrangement and just said i cleared it. Despite that, it tells us why customer is calling in and gives a solution to it. It catches the issue fairly well. I am purposely clicking that it got it wrong as a means to mislead it. I have medical issues and can’t loose my job. Does anyone know how close we are to layoffs in care? I have heard they are coming and it’s extremely obvious now.
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The better T-Mobile performs the likely it is there will be more layoffs, reduction in pay, commission and benefits. It's proof T-Mobile doesn't need the vast majority of you thanks to the merger and current monopoly. If you are at T-Mobile, your days are 100% numbered. Hunger games.....
Earnings just announced.
I heard Bellingham puppets are getting ready to scream and shout for no reason during the All hands. They will be buzzing with excitement.
Man Mike has a bunch of people working overtime in corporate downvoting everything in here. Multiple things said are all 100% true and get downvoted like crazy.
y’all really think they’re going to allow a question like this at an all hands meeting and if they do, actually tell the truth about it? He has lied over and over about layoffs and turned around and did it. due to the loss of business support and resource source planning departments, the call centers are so much more dysfunctional. sh-t just gets missed or doesn’t get done and the customer and the employees have both suffered as a result of the loss of those two departments. Pretty much everything that was handled by business support is now being handled by overseas technicians in India. Sometimes they get sh-t right and sometimes they don’t. But it does create a lot of extra work of submitting tickets and more wait time for the customer. Why are shares higher when all they’re doing is delivering more cr-p to the customer and employee?
Post from TheLayoff.com
You would be talking about global care. Care does some illegal, unethical, and very questionable sh-t and They lie to customers left and right. as a care rep here in the states. I know my job exceptionally well to the point where I’m getting sick of hearing customer say that I’m the only one out of 5 to 8 people who is able to solve their issue and after about 5 to 6 months of trying. Some of us actually do our job except Wil and do them exceptionally well. Although that wouldn’t be many people in global care whatsoever.
"CEC folks" are excited during all hands because they're off the phone for a few hours. It really is that simple, and doesn't go much deeper.
Customer Care? Isn’t that an oxymoron? They’re similar to the internal “Care” team. They know nothing, read off of scripts, and offer ZERO help or care.
You're as close to layoffs as the $20/hour McDonalds worker who's watching a kiosk be installed to replace them.
Nice to see things staying the same.
@1phi+1tEZOAPM, the “next big data leak” may come from another ”unprotected router”. Good ZDNET articles below. As per the latest 10-K, the August 2021 breach was settled for $350 million dollars. Don’t get me wrong, I agree that AI introduces another security challenge.
https://www.t-mobile.com/news/network/cyberattack-against-tmobile-and-our-customers
https://www.zdnet.com/article/21-year-old-tells-wsj-he-was-behind-massive-t-mobile-hack/
https://www.zdnet.com/home-and-office/networking/t-mobile-says-hackers-accessed-user-data-but-wont-confirm-ssn-breach-of-100-million-customers/
https://www.wsj.com/articles/t-mobile-hacker-who-stole-data-on-50-million-customers-their-security-is-awful-11629985105
@OP+1tEZOAPM, thanks for sharing. Big shout out to the CEC folks for doing your part in retaining the customers. Looking forward to the 2024 Q2 Postpaid CHURN numbers. Gone are the days of 3% Postpaid CHURN. Sorry to hear about your medical situation. The good news, companies are always looking for top talent with the three most important skills; sales, marketing, and customer service. In your job search, don’t skip over private or small businesses that may offer a good benefits package and/or the ability to work from home.
Statista, T-Mobile Contract Customer Churn Rate by Quarter 2010 to 2024
https://www.statista.com/statistics/219793/contract-customer-churn-rate-of-t-mobile-usa-by-quarter/
Next big data leak will come from these AI system.
If you think the questions being asked by people in the CEC are genuinely real, I got news for you. When Mike came to visit us they hand picked people to ask questions before he showed up. Only the real kool-aide drinkers were chosen. Then their questions were screened before hand as well. This was all done and discussed in a meeting before he shows up. I know from leaders in different sites it is the same there too.
While people in the CEC’s are way too indoctrinated into the cult of T-Mobile, the company does everything in their power to make sure that everything seems better than it is. It is always the same d-mb questions that get asked with nobody actually challenging the status quo.
I hate it here.
CEC folks are excited over nothing during all hands, especially Bellingham. So annoying.
You should be asking your questions there, but you just ask some random 5hit to get a free gift.
For some weird reason Mikey always selects a CEC for his all hands. Or at the very least, the folks selected to ask questions first are always customer service folks. Why don’t you guys unite and ask this question of him at his all hands instead of something lame like where did he get his shirt?
This is unfortunately the reality for us, and it goes beyond T-Mobile, AI does mean job loss, but also job creation in other areas. Mikey has said he wants to be a digital AI enable company over and over.
He has also said that with AI, he wants the “system “to anticipate a customers need before they call into customer service or they walk into one of our stores. By proactively solving their issues, or at the very least reduce the amount of time to get to a solution, the need for less customer service agents and even less stores becomes clear if the customer can self service.
2-7 minutes between? Since when? We are back to back most every day. Tech is way worse off than that even.
Micah said several times that he wouldn’t lay certain departments off and then he turned around and did it.
Mike said AI won't be used to replace people's jobs, so your role is safe.
I wouldn’t intentionally mislead software. It’s trackable and that alone can cost you you’re job