Outbound calls

Outbound calls may be required to resolve customer issues in certain situations such as when the call is dropped, the customer unable to use their device, or when device troubleshooting is required.

• Place outbound calls between 9 a.m. - 8 p.m. in the customer's time zone unless the customer agrees to times outside of these.
• When calling a customer back, do not call a customer more than two times without speaking to them.
• If the customer doesn’t answer, leave a voicemail and note the account.
• Refer to Dropped, garbled, & dead air calls for guidelines and callback handling.
• Refer to T-Support Follow-up Requests: Expert Assist for follow up guidelines.
• Virtual Retail: Refer to Callback and follow-up process (Virtual Retail only).
• Never use a personal device for callbacks, troubleshooting, messages, or communicating with customers.
• Do not proactively ask the customer to make a payment or set up a payment arrangement at any point in the call, even if the account is past due or delinquent. If the customer initiates the request proceed with assisting the customer.

• Never verify Social Security numbers or customer PIN/passcodes on outbound calls.
• Do not call a customer back if you never spoke to them.
• Provided the account is verified and you follow One Time PIN (OTP) guidelines, OTP processes can be performed on outbound calls. 

• Customers clearly end their calls by disconnecting on their own.
• Customers are unable to finish the calls due to time restrictions or other priorities.
• Completion of feature, plan, or add-on activations unless specifically directed to do so by policy.
• Sales follow-ups unless specifically directed by policy.
• Leaders only: Do not call a ticket follow-up if the agent never spoke with the customer.

Not all lines of business will have International Calling permissions. Please talk to your local leadership if you're unable to make International Calls

To make an un-associated outbound call (not associated with an 'Active' inbound call):

1. Ensure you are in a Not Ready Follow-Up state.
2. Click the Outbound Call button.
3. Dial 011+DestinationCountryCode+PhoneNumber. You no longer have to dial 9.
4. Click Make a call.
5. When the customer is reached, verify their first and last name only.
6. Read the following script: “This call may be recorded for quality and training purposes."
7. If they ask you to confirm you’re calling from T-Mobile, provide customers the following after verifying the account:
   • Amount of their last bill
   • Device they are using
   • Date of last call to Care in their account memos
8. Complete the call and memo the accounts following standard procedures.

1. Ask for a different number to call, then enter ACW and call customers using the alternate numbers provided.
2. With an inbound call in talking status, press Consult.
3. Enter the 10-digit number you are calling.
4. When you are ready, return to line one and ‘END’ the call.
5. Reconnect to your outbound call to resume service.
6. If an alternate number is not available, use Atlas Troubleshooting to continue troubleshooting their issues.

Service Assurance outbound calls: 

• May originate from tickets or email, not just prior calls. 
• May involve specialists who have not previously engaged the customer.
• Require an email-first approach to schedule requests that initiate via email.
• Emphasize customer readiness for authentication.
• Include offering inbound support as an alternative path.

Service Assurance outbound communication should: 

• Drive efficient resolution of active tickets.
• Minimize customer effort and repeat contacts.
• Ensure clear expectations and preparedness.
• Balance operational efficiency with customer experience.

• If the callback occurs within the specialist’s shift, the specialist: 
  • Maintains full ownership.
  • Should complete the callback without creating a separate follow-up request. 
• If the callback is required outside of the specialist’s shift: 
  • Callback must follow the approved tracking/assignment callback process (per current operational guidance).

All outbound callbacks must be thoroughly documented to ensure visibility, continuity, and accountability. 

• Specialists are required to leave a detailed account memo for every outbound call, including:  
  • The reason for the outbound call .
  • Any associated ticket number(s).  
  • A summary of what was communicated to the customer. 
  • The customer’s response, including any confirmations, concerns, or next steps. 
• For callbacks related to a ticket:  
  • Specialists must update the associated ticket with:  
    • The same details included in the account memo.  
    • Any additional findings, actions taken, or new information.  
  • Updates should clearly reflect progress and support continued movement toward resolution.  

Proper documentation ensures seamless handoffs, reduces duplicate work, and supports accurate tracking of customer commitments and ticket progress. 

Outbound calls may be required when: 

• Providing ticket updates, status, or resolution follow-up.
• Continuing troubleshooting efforts tied to an existing ticket.
• Responding to customer support requests received via email.
• Supporting handoffs or work completed outside of the specialist’s shift.

Note: In many cases, the specialist initiating the callback may not have previously spoken to the customer. 

• For all Service Assurance outbound calls related to customer support requests initiated via email, specialists must: 
  • Email the customer prior to calling to: 
    • Confirm the best date and time for a callback
    • Set clear expectations for the interaction
  • Include the following in the email: 
    • Purpose of the callback (e.g., ticket update, troubleshooting) 
    • Availability windows for scheduling 
    • Expected next steps 

When scheduling or preparing for a callback, specialists must: 

• Inform the customer that: 
  • Troubleshooting can be performed during the call. 
  • Some troubleshooting may require account changes that require authentication.
• Advise the customer to be prepared with: 
  • Account PIN/passcode for verification (if needed for changes). 

This ensures compliance while minimizing repeat contacts or delays during the callback. 

Specialists must provide customers with an alternative option: 

• Offer the ability to call into support directly.
• Provide the appropriate 800 support number.
• Position this as an option if the customer prefers: 
  • Immediate assistance.
  • A different time outside of specialist availability.