Metro by T-Mobile
1 INTRODUCTION
Metro joined with T-Mobile in 2013, being:
 Affordable
 Reliable: we cover more than 308 million
people nationwide
 Predictable: pay the exact same low plan
each month with tax and fees included
 Flexible: no annual contracts, credit checks,
upgrade eligibility = Pay in advance
(eliminates the need for credit verification,
deposits, contracts, termination fees)
With Metro, you can:
 Activate your own phone (bring your own
phone) GSM devices only
 Device refund
 Service payments
 Warranty exchange (90 DAYS)
Dealers
 Authorized dealer: Activating Metro and
non metro phones, device refunds, service
payments, warranty exchanges.
 Corporate dealer
 Website: sales like phones and accesories,
activations, my acc, device refund, service
payments, store locator, coverage map,
rebate processing
Payment methods: authorized dealer,
authorized payment center, autopay, customer
service, handset.
 Payment methods that post immediately on
the cx acc: metro corporate store, call
center, landline, website, handset (*611)
Billing cycles: the recycling begins after 3
months if the client doesn’t pay, starting a
suspension of the acc. ACC CANCELS ON 60
DAYS
 Autopay: the card takes the payment 2 days
prior
FEES WE CHARGE
 Changing phone # $15
 Changing names (subscription) $
 Payments on store/ with us $3
 Reset anniversary date/ BCR $5 + prorates
 Reactivating an used device or acc $15 +tax
 Upgrading a phone/ device change $15 +tax
 Warranty exchange $30 (MANUFACTURER)
 Transferring contacts $STORE ONLY$
MAILING PAYMENTS
 Takes 15 days (4 days of processing)
 Payments we accept: kiosko, store, card
(NO DISCOVER CARDS), web, dropbox
Metro has 2 types of personnel supporting our
callers: CSR’s and Specialty CSR’s
Specialty CSR:
 Activate service
 Number portability support
 Perform changes to customer service
 Lead the caller through troubleshooting
SPECIALTY CSRS
1. CHAT TEAM: supports customers who visit
the website
2. CUSTOMER APPRECIATION TEAM (CAT)
reduce the customers cancellations, they
retain the customer (WARM TRANSFER
ONLY)
 Cx wants to cancel after +90 days
 Cx wants to cancel acc with multiline
 Wants to change companies
 Dealer asks for info
3. DEALER SUPPORT: store agent
4. TROUBLESHOOTING TEAM (US): The IVR
transfers to us
5. SMARTPHONE: when we can’t resolve the
issue (android, IOS, windows)
6. SOCIAL MEDIA: feedback, chats on FB, TW..
7. WIRELESS NUMBER PORTABILITY
Cold transfer: retention, tries to keep the
customer
When a dealer calls, we transfer to Dealer
support group
02 CUSTOMER SERVICE
Why is the voice creed important?
 It communicates our purpose
 It gives us a roadmap to the future
 It provides a way of thinking throughout our
organization
 Whenever a new hire or existing agent, the
mission statement places everyone on the
same page
THE CUSTOMER EXPECTS YOU TO BE:
empathetic, professional, positive, energetic,
fun, knowledgeable, confident, respectful, use
courtesy words, telephone etiquette
 Empathy: ability to put ourselves in the
other persons situation, share their feelings
 Free spirit: being spontaneous and unique,
we express emotion and be excited
 Thinking outside the box: doing the
unexpected and using existing resources for
other purposes
Although we are free spirited and fun we also
have to respect the relationship with the cx,
avoiding topics like: politics, religion, social
issues, personal boundaries with the caller.
Sometimes the answer to the customer can’t be
answered via metro care, always:
 Check the support site
 Check the manufacturer website
 Google it
03 COVERAGE & METRO CARE
COVERAGE: physical areas where Metro has cell
tower networks to provide cx the ability to
make & receive calls, send & receive text
messages and use data.
 Metro coverage: full access, where our
services are intended to be used primarily
 Partner coverage: roaming partner, it has
limited services (calls & text msgs)
Always check coverage when doing
troubleshooting
 For the phone to work, customers must be
in a supported coverage area and have
signal on the phone.
 Customers can use their phones in Partner
Coverage Areas and international roaming
areas; however, some features may not be
available.
The coverage on the website map supports
viewing national, state, city and street level
MY ACCOUNT: web interface that cx can use to
manage their service.
It supports: customer payments, saved
payments, plan & feature changes, profile
upgrades, billing and service usage history.
METROCARE is our Call Center Knowledge Base
and is accessed by our call centers, provides
support for:
 All agents
 Training and Quality
 Call Center Management
 04 PLANS AND SERVICES
Services included on a plan:
3 way calling, call waiting, caller ID, music
unlimited. My metro, Nationwide 4G LTE, short
codes and alerts, unlimited data with mobile
hotspot, unlimited domestic calling, unlimited
text & picture message, visual voicemail,
voicemail, wifi calling
Additional features:
Call detail $1 caller tunes $5 global voice $10
Mafee $3 Mexico landline calling $5 Mexico &
Canada unlimited $5 (+40 plan) name ID $2
name ID lookout $ Premium handset protection
$6 Extra monthly Data $5 - $20 value bundle $5
HD video $10
NO cost services:
3rd party blocking, caller ID blocking, Data
maximizer (480p DVD Q), Intl calling Excluded
30 PLAN: 2GB of hotspot of Data
Temporary Data Prioritization. When
congestion happens, we clear the data highway
as quickly as possible by having the heaviest
users—those in the top 3%—temporarily
experience prioritization of others above them
until the cells on our tower decongests
Customers use DATA for: accessing their phone
internet, tethering (HS), sending picture
messages or group messages, using apps
05 DEVICES
Bring your own phone
 For any unlocked GSM non metro phone
 Take advantage of our competitive price
plans
 Do not have to buy a new phone
 You need a Metro SIM card
 Customers can keep the same number by
porting their old number
 Most sprint & verizon phones are not
eligible
Phone unlock program:
 Phone must be active on 180 days
 The account must be secured
 Only GSM devices can be unlocked
DEVICE UNLOCK APP: is a preloaded application
that let’s the customer unlock their device from
the phone itself& it auto destructs after being
used
DEVICE UNLOCK TOOL> it unlocks metro phones
PORT: you can port an old number with a new
phone OR an old number with a new phone
SAMSUNG S6 doesn’t have the unlock app, you
need a ticket
Metro Exchanges: lasts One year, covers
mechanical and electrical issues, exchanged on
corporate stores & warranty service locations
METRO PROMISE: only applies to new
activations, allows customers to return their
device and all its contents for full refunds.
Returns must be for reasons outside Warranty
issues, must return everything that was in the
phone box originally
 Metro stores & authorized dealers (less 7
days & 60 min of voice usage)
 Metro website: less 30 days since they
made the purchase
 National retailer (Walmart, best buy…)
subject to retailers, you need the receipt
Exchanges:
 Lasts one year staring from the original
purchase
 Covers mechanical & electrical problems
 Can be exchanged at any metro store
 Issues like: buttons not working, screen,
phone overheats… issues like these are
manufacturer defects.
 The phone has to be evaluated by the
METRO CORPORATE STORE
“we can suggest the client to call the
manufacturer”
Return options for clients by mail:
 Free – within 30 days
 $15 -- after 30 days, must wait 3 business
days to receive a replacement
 $ 30 – after 30 days, replace device
immediately
OPERATING SYSTEMS
 Android (linux kernel from google)
 IOS
 WINDOWS
BATTERIES
 Removable
 Fixed (removing it will VOID the cx
warranty)
 Virtually All the newer phones have a
lithium battery
Bluetooth: when two devices are connected its
calling pairing
For WIFI calling the cx needs to add the e911
line to their address by calling customer
service
Mobile phone tracking: USFCC requires all
phones to have location data availed
 GPS: satellite navigator system
 Assisted GPS: uses customers mobile
network to get a location
 Wifi positioned system: uses a local wifi
network
 Mobile networks: the carrier downloads the
satellite positioning
Memory
 Internal storage (ROM, system, User
memory)
 Device memory (RAM, recently used apps)
EVERY PHONE HAS ITS OWN MODEM to use
voice text and data
 Correct balance: move payment from acc to acc

ACTIVATE ACC: preferably uses the cx actual

real name, the vanity names are allowed on the
06 BILLING subscriber level. The cx MUST pay immediately
THERE MUST BE A SPECIFIC REASON TO ACCESS DEVICE NUMBER: 15 DIGITS
TO A CUSTOMERS INFORMATION
SIM NUMBER 20 DIGITS
 The agent must have an specific bussiness
reason to access, after they verify the acc Move subscriber:
owner
 Combine accounts (marriage or
 To assist the Gov agency that requests info
convenience)
 To verify cx bills
 Separate accounts (splitting up…etc)
Prohibited activities:  Let the client know its DUE
INMEDIATELY, LEAVE A MEMO AND
 Accessing or changing records on the billing THE CALL WILL DROP
system
 Reviewing call detail records or payment DATA TOP UP
history
 If theres a BCR the current plan cycle will
 Access to the mailbox
not reset
 Performing any activity that might violate
 Bill cycle impacts all the lines
the cx privacy
 Data top ups remain until the new
 Accessing your own acc
anniversary date
 Troubleshooting cx phone and service (WE
 Fee of $5 +prorates
CAN WITH THE AUTHORIZATION)

When activating a cx acc, the cx address has to

be within a Metro market FINANTIAL OVERVIEW
CPNI – cx proprietary network info, we use it: It’s the history of charges made
 To provide service to the cx WAIVE FEES:
 To market related services to the cx
 Phone number change
 To comply with governmental laws`
 Device change (ESN)
Corporate office: Dallas Texas  BCR change $5
 Reactivation of service
 Service convenience fee
Check refund: if the client asks for a refund of a  Data top up $5
cash payment. It takes 5 business days to be
approved and 8-10 days to be on the cx hands

Credit card refund: it takes 2 business days

Mailed in payment: BILLING needs to search for

the check, max 3 days
 Account Device History: activations,
cancellations, device changes, MSN changes,
ADJUSTEMENT CODES
move subscribers
 Rmv Dup/ incorrect Phn SOC Chrg:
Usage Data: it displays the data on the device,
o Add a line/feature and it didn’t work or
you can see the minutes of international calling
it wasn’t authorized
o Exchange of feature DATA TOP UP
o Split acc
 Hotspot & data max 35 GB
o Feature change on another acc
 The data top ups are added one at a time
 RAD BCR Not done:
$5=2GB
o Late payments
 There’s no limit for the amount of top ups
o BCR prorates only
 Not roll over next month
 PHP/INS feature change: insurance change  $50 & $60 plan  it goes to hotspot
 Rmv Unauthorized lookout add:  $30 & $40 plan  it goes to data
 Rmv unauthorized McAfee add
 Emergency relief: natural disasters DUE INMEDIATELY, IT CANNOT BE REMOVED
 Manager courtesy
REFRESH DEVICE:
System errors, racism, long waits on line,
ALWAYS CHECK MEMOS It’s the LAST STEP OF TROUBLESHOOTING

Open a case if there’s a mistake, 2 days of  All the phones services will be wiped out,
provisioning the CALL WILL DROP
 Ask to power cycle (remove sim, power off)
 It WIPES OUT EVERYTHING (voicemail,
UNHOTLINE: restore the service for 72 hours messages, ring back tones, data usage)
for talk & text, NO DATA (30 min delay)  Takes about 30 minutes to take effect, it it
doesn’t work:
 CREATE CASE o Go to the store
 UNHOTLINE o Call us back to file a ticket
Research cases: ESN CHANGE: switch phone/equipment change
 Check refund (ALWAYS ask the customer if theyre using the
 Credit card refund (2 days) same SIM card)
 Authorized payment center FIND IMEI: *#06#
 Mailed in payment
 IVR express pay customer service MDN change: change phone number
 Asurion ESN change POWER CYCLE: Remove battery & SIM
 Unhotline
MPOWER: simulator for Troubleshoots on
THERES A LIMIT OF 4 CASES android, IOS, WINDOWS
Reset voicemail: it resets the password to the CSAT – Customer satisfaction
last 4 digits of their phone number #793# if the
cx wants to do it FCR – First call resolution

PLAN OFFERING
 07 TROUBLESHOOTING
Identify if it’s an issue with:
 Calling, Texting, Data, Hardware, Metro by
T-Mobile Services (Call, msg, Data)
Probing is asking follow-up questions when we
do not fully understand a response, when
answers are vague or ambiguous or when we
want to obtain more specific or in-depth
information.
 When were you able to use this service
last?
 Where were you able to use this service
last?
 What were you doing before the services
topped working?
 How long has this been going on?
ACTED PROCESS
Account: Check the account to verify that the
customer is able to use the service or feature.
Make sure that the account is not suspended
and usage caps. Verify that the phone is able to
perform this service or feature
Coverage: Check the coverage to ensure that
the customer is in our coverage area. If the
customer is not in our coverage area, then
some of the services or features may not work.
We only guarantee that talk and text will work
on a partner network.
Tickets: Check the memos to verify that there
has not been a Netcare ticket placed. If no
Netcare ticket has been placed, then we would
continue to troubleshoot the issue as normal.
Educate: If something is found during the ACT
part of the process, educate the customer and
set proper expectations.
Device: Now that we have ruled everything else
out, it has to be the device. Now is when we
start to use our tools to fix the issue.
Perform the ACTED process to eliminate
everything else so you know it must be the
device that has the issue
S
MY METRO: is a mobile application that allows
Metro by T-Mobile customers the ability to
make changes to their account from their
Metro by T-Mobile phone.
PUK Code, is a code that is used to unlock the
sim card in the device if the customer tries to
unlock their device with the incorrect password
more than three times.
The troubleshooting process starts by TRIAGING
the account, checking the following:
 Account Status
 Price Plan
 IMEI, SIM, Device History
 Add-ons
 Usage
 Coverage
Network Device Refresh (NDR) is used to
refresh the SOCs (Services Order Codes) in the
network to match the billing system ( SMS,
DATA, MMS, GPS, SNS, CALLING)
 We use it if the customer states that they
have never been able to use the service or
feature, or if there were recent changes to
the account.
 The reason this happens is due to the fact
that the provisioning of the service or
feature never actually was received by the
phone to be able to use the service.
 This step is used after all other
troubleshooting steps have been
completed.
When performing an NDR you must always
advise the customer of the following:
GRANCENTRAL TICKET
 The phone services will be wiped out
 After we used all the troubleshoot steps on
including Caller Tunes
MPOWER
 Voicemails might be erased
 It needs a lot of detail info, if you don’t do
 Voicemail password may reset to last 4 of
so the ticked will be closed
MDN
 It it’s a device issue, send it over to a
 30min Provisioning
corporate office to have the phone
Provisioning: in order for GSM phones to work diagnosed
properly they must be provisioned in the
For Provisioning issues, submit an ESP incident
network. EDGE  metro by t mobile MTSO  T
mobile MTSO  Cx phone When creating a Grand Central Ticket, the agent
must fill out the Questionnaire, with DETAILED
& ACCURATE answers
08 GRAND CENTRAL  The timeline for tickets is up to 5 days
Grand Central is Metro by T-Mobile’s new
troubleshooting and ticket system used for
reporting issues that customers experience with
their wireless services

 Data services not working

 Cannot make/receive calls
 Unable to send/receive messages

Provisioning is the act of moving customer

information from the Billing System, into the
systems and platforms that together provide
the customer with the services that are “billed”
from the Billing System. takes 30 minutes to
complete.

Examples of provisioning: Account status

activities, Suspend Account / Subscriber,
Restore Suspend Account/Subscriber, Cancel
Account / Subscriber, Restore Account /
Subscriber, Activations, E911 Address Changes,
MDN Changes, Device Changes, SIM Changes,
Plan or Add-on Service Changes