Mystery Caller: Imaging

0
212

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.

=5: O2

“Her frank reply was: “You can do that on any phone.” I could tell this was going to be a struggle.”

Manner – 2/5
Understanding – 1/5
Knowledge – 1/5
Helpfulness – 1/5
Clarity – 2/5
Overall – 2/5
Total – 9/30

=5: Virgin Mobile

“Her short and brief responses hit an all time low as she snapped: “Uh uh” (I took this to mean “no”).”

Manner – 1/5
Understanding – 2/5
Knowledge – 1/5
Helpfulness – 1/5
Clarity – 2/5
Overall – 2/5
Total – 9/30

4: T-Mobile

“I then told her what phone her colleague recommended me and I reckon she nearly fell off her chair in shock.”

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

3: 3

“I was transferred to David and things began to look up. Without hesitation he said I could get the INQ1.”

Manner – 3/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 18/30

2: Orange

“When that formality was over, Arun’s mind went blank as he seemed to have forgotten everything that I was asking about.”

Manner – 4/5
Understanding – 5/5
Knowledge – 5/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 26/30

1: Vodafone

“As an additional detail, she said that web pages and emails are shrunk down on the Storm to reduce usage.”

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

Summary

There were three evident levels of standard here. O2 and Virgin Mobile were the standout losers due to poor attitudes from all staff, leaving me with more questions than answers.

T-Mobile started poorly, although Dawn gradually saved the call by making a decent recommendation. The CSAs from 3 were once again difficult to understand but recommending the INQ1 was a good move.

Orange would have got a lot closer to top spot had it not been for Arun’s ropey customer service skills, but Lindsay did a fine recovery job.

However it was Emma from Vodafone that couldn’t be faulted at all, as she displayed an extensive knowledge and came across as extremely approachable.

Full review in Mobile News issue 441 (June 15, 2009).

To subscribe to Mobile News click here

 

 

 

 

 

NO COMMENTS

LEAVE A REPLY