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Letter Works Council to Philipp Humm

Letter Works Council to Philipp Humm

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Published by cwaunion

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Published by: cwaunion on May 30, 2012
Copyright:Attribution Non-commercial


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Ihre ReferenzenAnsprechpartnerDurchwahlDatumBetrifft
Deutsche Telekom Kundenservice GmbHGesamtbetriebsrat / Betriebsräte53262 BonnDeutsche Telekom Kundenservice GmbH
Friedrich-Ebert-Allee 71-77, 53113 BonnBesucheradresse Friedrich-Ebert-Allee 140, 53113 Bonn
53262 Bonn
Telefon +49 228 181-0, Telefax +49 228 181-71914, Internet www.telekom.de
Postbank Saarbrücken (BLZ 590 100 66), Kto.-Nr. 248 576 66IBAN: DE0859010066 0024857666, SWIFT-BIC: PBNKDEFF590
Dietmar Welslau (Vorsitzender)
Gero Niemeyer (Vorsitzender), Dr. Kai-Ulrich Deissner, Martin Seiler
Amtsgericht Bonn HRB 14178, Sitz der Gesellschaft BonnUSt-IdNr. DE814645279
T-Mobile USAMr. Philipp Humm, CEOGBR-Vorsitzender, Josef Bednarski+49 228 181-3516618.05.2012call center closingDear Mr. Humm,we contact you because we are concerned about our U.S. co-workers in the callcenters of T-Mobile USA.If we are informed correctly, you have decided on a strategy of offshoring jobs to low-wage countries. Consequently, call centers in the U.S. will be downsized. A total of3,300 workers will be dislocated and 1,900 jobs will be cut by the end of June 2012.In Germany, we have learned that no foreign call center can provide customerservices equivalent to those performed by our permanent staff on an everyday base.We are the work councilors of the Customer Service division of Deutsche Telekom(DTAG). In Germany, it has long been recognized that outsourcing to low-wagecountries is
the right way to maintain customers.And this should to be your concern as well! Maintaining customers requires excellentcustomer service.Some of us had the opportunity to meet and to exchange information with employeesof your call centers in the U.S. We learned that the quality problem with offshore callcenters is similar to the experiences we have had in Germany. The permanent staffspends its time remedying the mistakes made in external call centers. The customersare unhappy, and the total cost of offshoring and then fixing mistakes is moreexpensive than simply paying permanent staff.Why not learn from the experiences we have had in Germany?

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