Mystery Caller: Sports feeds

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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: Virgin Mobile

“Suddenly it went haywire. She said surfing the web cost 30p per day – not information clearly related to my enquiry.”

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

5: Vodafone

“Five minutes was long enough for her to help. She didn’t. I pressed ‘STOP’ and hung up.”

Manner – 2/5
Understanding – 2/5
Knowledge – 1/5
Helpfulness – 1/5
Clarity – 2/5
Overall – 2/5
Total – 10/30

4: 3

“She took me through a step-by-step guide to receive the latest football news, albeit in slightly broken English.”

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

3: T-Mobile

“The call was 15 minutes of intense concentration. Finally, it was over.”

Manner – 3/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 3/5
Clarity – 2/5
Overall – 3/5
Total – 14/30

2: O2

“Finally Steve stopped his sales spiel but it was high time I finished the call. Phew.”

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

1: Orange

“Maddie knew what she was doing. It was super efficient,  Maddie was free to deal with real Orange nightmares.”

Manner – 4/5
Understanding – 3/5
Knowledge – 4/5
Helpfulness – 3/5
Clarity – 4/5
Overall – 4/5
Total – 22/30

Summary

There was one clear winner and a distinct clear loser that really needs to have a good look at itself.

Virgin Mobile was appalling and offered no help, advice or detail whatsoever in the call. Vodafone, although quick in everything it did, also gave very little help and detail at all while 3 could have been placed higher had the language barrier again not proved a problem.

Irene at T-Mobile was also hard to understand but gave me a lot of detail and information, perhaps too much while Steve’s lack of enthusiasm and failure to recognise what a Samsung Omnia was let him down slightly. However Orange was the deserved winner here and although Maddie contributed very little, her manner and knowledge to direct me to an automated service that could sign me up a lot quicker than a human was key.

Full review in Mobile News issue 443 (July 13, 2009).

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