T-Mobile, AT&T, and Verizon users are preparing themselves for an even worse call center experience

The FCC is trying to bring call centers for T-Mobile, AT&T, and Verizon back to the U.S., or at least make them employ workers who can speak flawless English for American customers. However, users of said carriers aren’t exactly confident that this is going to lead to an improved experience when it comes to customer service.

Grim outlook on the FCC’s decision

In a recent poll about the FCC’s decision for call centers, we asked you what you thought will happen if the big three carriers are forced to improve the quality of service expected from foreign centers. Most of you didn’t have a very favorable view of this future.

According to the votes, a vast majority of users expect the three companies to cut costs rather than opt for something that is better for the consumer.

Prepare for AI chat bots or price hikes

Less than seven percent of voters think that T-Mobile, AT&T, and Verizon will try and find better call centers abroad to comply with the FCC’s demands. A little over 32 percent of respondents said that the companies might bring call centers back to the U.S., but that they will also introduce price hikes yet again to recuperate any incurred losses.

Meanwhile, a whopping 61 percent of you feel that the carriers will skirt around the FCC’s demands by using AI chat bots even more across their customer service operations. What do you think is most likely to happen?

It’s one or the other

T-Mobile, AT&T, and Verizon are unlikely to give up the fight and accept losses. The move towards more AI chat bots seems like the most plausible scenario.

AI-powered operations have already been adopted by many companies, including these three, especially when it comes to customer service. The problem with that, however, is the fact that most users aren’t very fond of it.

A bad experience all around?

AI-powered customer service can be faster and very useful for basic complaints, but it starts falling apart as soon as things get complicated. For many of you, dealing with AI chat bots involves repeatedly asking them to forward your call to a human representative.

I think either AI chat bots or U.S.-based call centers are possible, with the latter almost certainly resulting in price hikes across the board. Personally, I think that the former is much more likely simply because it’s the most affordable option.

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