Mystery Caller: SIM-only

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All the SIM cards used in our network mystery caller are privately purchased from independent dealers and retail shops. This means the networks have no way of knowing it’s Mobile News calling them.

6: 3

“She said she couldn’t help any further and that was the end of the conversation”

Manner – 1/5
Understanding – 0/5
Knowledge – 0/5
Helpfulness – 0/5
Clarity – 0/5
Overall – 1/5
Total – 2/30

5: T-Mobile

“The one thing she seemed enthusiastic about
was telling me her name, three times”

Manner – 1/5
Understanding – 2/5
Knowledge – 3/5
Helpfulness – 1/5
Clarity – 2/5
Overall – 2/5
Total – 11/30

4: Vodafone

“He wasn’t interested in the conversation and his monotone voice began to bore me”

Manner – 2/5
Understanding – 1/5
Knowledge – 3/5
Helpfulness – 2/5
Clarity – 3/5
Overall – 2/5
Total – 12/30

3: Virgin Mobile

“The conversation sounded very scripted with a lack of rapport and fluidity”

Manner – 3/5
Understanding – 2/5
Knowledge – 4/5
Helpfulness – 3/5
Clarity – 2/5
Overall – 3/5
Total – 17/30

2: Orange

“The friendly conversation made the experience better than expected”

Manner – 4/5
Understanding – 2/5
Knowledge – 4/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 4/5
Total – 20/30

1: O2

“He explained the deals in depth but not so much it left me bewildered and confused”

Manner – 5/5
Understanding – 5/5
Knowledge – 3/5
Helpfulness – 5/5
Clarity – 5/5
Overall – 5/5
Total – 29/30

Summary

Although Orange’s Sumit was cheerful and friendly, Chris didn’t overstep the boundaries and kept the conversation professional which was refreshing.

Chris was informative, easy to understand and helpful whilst not being pushy.

3’s rather shocking service was by far the poorest as no help whatsoever was available because neither CSA knew anything about the deals, nor asked me about my usage so clearly couldn’t help.  

The information the CSAs had on average was good, bar 3, although in most cases it felt like they were simply reading from a script and not explaining the offers clearly enough, which is a trait Chris had bagged.

Full review in Mobile News issue 440 (June 1, 2009).

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