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Providers

More T-Mobile USA Employees Get the Axe

After the collapse of its proposed $39 billion merger with AT&T earlier this year, T-Mobile USA sought to assure the public that it is in a position to recoup and maintain its customer base. The provider’s President and CEO, Philipp Humm, explained that his company made substantial progress during uncertain times, and “will compete aggressively to win and retain customers by delivering compelling 4G services — all at a great value.”

Then in February, the company announced several planned strategic investments, including a $4 billion network rejuvenation. However, while that is all great news for T-Mobile customers, it seems as though the provider’s employees aren’t so lucky.

Just a few months after Humm’s announcement, T-Mobile disclosed plans to reduce its number of call centers from 24 to 17, in an attempt to keep up with the competitors. The 7 centers that are scheduled to be shut down are located in: Thornton, Colorado, Fort Lauderdale, Florida, Brownsville and Frisco, Texas, Lenexa, Kansas, Allentown, Pennsylvania, and Redmond, Oregon. The consolidation will cost almost 2,000 workers their jobs, and while he was not looking forward to the cuts, Humm stated “they are necessary to realize efficiency in order to invest for growth.”

For those workers who did get the axe, the provider is offering outplacement support, severance pay, and two months of continued health coverage for those who elect COBRA benefits. T-Mobile also plans on using the 7 call centers it plans to shut down as career centers that will offer access to job search tools, training and technologies as well as personal career coaches.

Flash forward to this week, and T-Mobile announced it is planning to make even more cuts. According to The Wall Street Journal, the provider’s second round of layoffs will cost nearly 1,000 employees their jobs. T-Mobile asserts that it is streamlining operations and restructuring its organization in an effort to “make critical decisions better and faster.” The company went on to say that by optimizing operations and reducing its cost structure, “T-Mobile will be able to invest in areas where we anticipate the strongest return.”

About T-Mobile USA

Headquartered in Bellevue, Washington, T-Mobile USA is the nation’s fourth largest wireless operator. T-Mobile USA is a national provider of wireless voice, messaging, and data services capable of reaching over 293 million Americans.

The New and Improved XO Communications

Since becoming a private company in the fall of 2011, XO Communications has undergone a company-wide transformation that puts emphasis first and foremost on customer service.

XO Communication’s chief marketing officer, Don MacNeil, explained that while XO and its competitors offer the same technologies, the provider believes it will differentiate itself from the pack by offering a more customer-focused experience. According to MacNeil, XO is “great at technology, but what really drives XO is that our employees are passionate about providing great customer experience.”

From the time that XO first launched almost 12 years ago, much has changed – and not just within the company. While MacNeil addressed the new logo and change from being a provider that is “focused on technology to a brand focused on the customer experience,” he also noted the transform of XO’s customer base and their needs as well as the evolution of available technology.

At the start of this year, XO Communications commenced its three year strategic plan that involved streamlining its product offering. XO’s executive VP of sales and marketing, Ernie Ortega, stated that the provider’s plans to eliminate the majority of TDM services began with the shutdown of all wholesale long distance services in October of last year; XO also plans to shore up its communication service delivery with improved processes and tools.

In addition, XO is working on taking a page from its wholesale business, and is in the midst of dealing with the recognized issues with the quote-to-provisioning processes, and is working on eliminating the red tape and investing in automation. According to Ortega, the approach will be threefold, and includes new quoting tools, greater efficiencies via specialized product types, and improved CLEC self-service tools.

About XO Communications

XO Communications is one of the nation’s largest communications service providers.

Additional Information

We would like to hear your thoughts on XO Communications’ move toward establishing a “customer first” strategy. Do you think putting emphasis on customer service over technology is the right way to go? Send us a comment!

And if you’re interested in finding the ideal Internet T1, Bonded Internet T1, DSL, Ethernet, MPLS, Internet T3, Internet DS3, Voice T1, Voice PRI, Integrated access, Long Distance T1, or VoIP service for your business, give one of our professional account managers a call today or visit us at T1Evereywhere.com for an instant, no obligation quote.

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