T-Mobile customer care czar: Calls per customer down 31% since 'Uncarrier' launch

FORT WORTH, Texas—The head of T-Mobile’s customer care operations boasted that the number of calls per customer that T-Mobile receives has decreased 31% since the operator launched its “Uncarrier” branding efforts roughly four years ago. And that, said T-Mobile’s Callie Field, is a critical milestone because “a phone call equals pain.”
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