https://www.t-mobile.com/news/business/ceo-sievert-announces-minimum-wage?s=09

T-Mobile is tooting its horn today about how it raised call center wages to $20.00 an hour. Let me explain to everyone what they actually did so people will understand.

The backstory - After Callie took over Customer Care, thousand of people were laid off or were forced to transition to other positions within the company. T-Mobile adopted a very hardcore sales mentality which caused literally thousands of people to quit, coupled with the non-stop outsource drama you now have a company with an insanely toxic environment and very low morale and attrition is at an all-time high. New people would go through training and then quit within 2 weeks of hitting the floor. To counter the increasing turnover T-Mobile bumped starting pay to $20.00 an hour in call centers.

"The pay boost" - The problem with bumping starting wage to $20.00 an hour is that if you DID NOT make $20.00 an hour prior to them bumping pay, they bumped you to $20.00 an hour and then gave you a small kicker. Most people who had 5-8 years of tenure now make what a brand new agent makes all while being in leadership types of roles. In my call center, almost all of our Community Experts have quit due to how the new pay structure actually made them make almost the same pay as the people they were coaching and training. The reps that didn't quit basically hate the company now and do nothing but complain about how screwed up T-Mobile is.

The pay decrease- T-Mobile realized that raising pay for NEW AGENTS would require a structural change to bonus pay to counter the extra money they would have to pay out to new reps, in response, they changed the bonus structure for Customer Care. Some coaches who were really bad at math were even telling reps that they would see a "pay increase with these changes" Here is the reality - most people who were getting $1200-$1700 bonuses per month before (Top performers) now make $300-$600 bonus per month, for a top performer, they will see an annual pay DECREASE of at least $5000, the entire wage boost was just a shift of numbers to trick people to think they are making more but in actuality almost EVERY SINGLE tenured employee has an annual wage cut now. The pay boost only really helped out the worst-performing reps or brand new agents.

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TLDR - IF you were a hard-working tenured agent your pay went down, if you are new or someone who didn't try very hard your pay actually went UP.