Mystery Caller: Blocking content

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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

“A big thank-you to Virgin Mobile for wasting 10 minutes of my life I will never see again”

Manner – 2/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 1/5
Overall – 3/5
Total – 6/30 (less than 50% for two abortive calls)

5: Orange

“We will, however, verify your date of birth.” How? “By asking you what it is”

Manner – 3/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 4/5
Overall – 3/5
Total – 16/30

=4: O2

“I got the distinct impression Jansen was reading from a script. I could almost hear the screen refresh”

Manner – 4/5
Understanding – 4/5
Knowledge – 2/5
Helpfulness – 4/5
Clarity – 2/5
Overall – 3/5
Total – 19/30

=4: 3

“That was the good part. The bad bit should have been the easiest; explaining how much and how to pay”

Manner – 4/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 4/5
Clarity – 2/5
Overall – 3/5
Total – 19/30

2: Vodafone

“Once I got through to a human, the call was a good one. I got the feeling I was talking to a mum who shared my concerns”

Manner – 4/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 3/5
Overall – 4/5
Total – 23/30

1: T-Mobile

“If only all calls went this well. This was a knowledgeable, helpful CSA who made perfect sense and tried to sell to me”

Manner – 5/5
Understanding – 4/5
Knowledge – 5/5
Helpfulness – 5/5
Clarity – 4/5
Overall – 4/5
Total – 27/30

Summary

This was a rather disappointing display. It ranged from inadequate, inept and incompetent, through passable to the only instance of excellence: Rhian at T-Mobile thoroughly deserves today’s bottle of champagne.

Laura at Vodafone qualifies for a bottle of milk stout. The rest will have to share a cup of cold tea.

The efforts made by Orange and Virgin Mobile were particularly depressing. Virgin Mobile’s insistence on not answering the phone was compounded by incompetence when someone did pick it up. Given his ability, it’s hardly surprising that the Orange representative decided to remain anonymous.

Full review in Mobile News issue 445 (August 10, 2009).

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