A lot of companies have KPIs that employees have to meet. That’s to be expected, but sometimes, those goals or targets can feel unreasonable, leading to employees getting penalized for things that are sometimes out of their control. Such is the case with this story on Reddit, where a T-Mobile manager punishes a rep for apparently not using the T-Life app enough.
T-Mobile manager punishes rep over T-Life app
Now, some of you might have heard that the carrier has been pushing for both its customers and employees to use its T-Life app as much as possible. This is part of T-Mobile’s digital-first strategy. For the most part, it sounds like the reps have been trying their hardest,. But one manager felt that it wasn’t enough.
In a post on Reddit, a T-Mobile rep claims their manager punishes them for apparently not using the T-Life app enough. But what kind of metrics are we talking about? According to the post, they were reprimanded for only using the app 84% of the time during their interactions with customers.
To be honest, 84% is pretty high. T-Mobile is one of the three major carriers in the US with millions of customers. 84% is not a bad figure. However, it apparently fell short of the 100% goal the company was aiming for. As a result, the manager took away the rep’s company iPad.
But was it their fault?
According to the rep, it wasn’t as if they weren’t trying hard enough. If a customer’s phone was broken, how were they expected to use T-Life? If they can’t use the app, they can’t complete a transaction. And as a result, the rep’s performance metric suffers. At this point, what is the rep supposed to do? Not help them? That was actually what happened back in 2025, where a T-Mobile rep refused to help a customer because they couldn’t connect to T-Life.Â
The T-Life app has been drawing a lot of controversy since it launched. We’ve heard how reps are being punished and forced to write up reports if they cannot get a customer to install the app. Customers are also walking out of stores because they’d rather not use the app.
Also, this type of penalty isn’t new either. Recently, another post on Reddit revealed how reps were being pressured to push the carrier’s new Visa card onto customers. It has been suggested that those who end up in the bottom 25% could lose their jobs
The post T-Mobile Manager Punishes Rep for 84% T-Life App Usage (That’s Not Enough?) appeared first on Android Headlines.
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