Mystery Caller: Transatlantic calls

0
165

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: Vodafone

Frankly Vodafone, that is not good enough. My best buddy lands at JFK in 45 minutes and I don’t want 3,000 miles of Atlantic ocean to interrupt our nattering

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

5: Orange

I’d forego the UK call rates I might get from a Donkey or a Platypus, or whatever, by taking the international benefits of a Camel

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

4: 3

Immediately, my reaction to Craig’s patter went from “please speak up” to “please shut up”. He had suddenly transformed into an insistent, slightly impersonal Skype specialist

Manner – 4/5
Understanding – 4/5
Knowledge – 1/5
Helpfulness – 2/5
Clarity – 1/5
Overall – 3/5
Total – 15/30

3: O2

I feared I’d be queuing while 20-odd million others vented spleen. As it turned out, Zed picked up straight away. “Is your mobile broadband not working?”

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

2: T-Mobile

“Let me see if you’re eligible for cheaper calls,” he said. A pause, before he returned, thanked me and congratulated me. Huzzah; success at last

Manner – 4/5
Understanding – 5/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 25/30

1: Virgin Mobile

Virgin Mobile’s was a clearer demonstration of customer care than any of its bigger rivals mustered, even if its offer was inferior

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

Summary

It’s difficult to judge someone who doesn’t come to the phone. So we didn’t. We judged Vodafone’s automated service instead. And for answers, it was rubbish.

Virgin boiled it down to service, manner and sheer personality. Which is what we judge on. It came top despite being essentially inflexible and expensive.

T-Mobile was efficient, but essentially charmless. It irked me Francis signed me up without confirmation I even liked the offer.

The others either showed lack of interest or lack of knowledge, even if some of them sounded like they were almost eking out some kind of relevant information.

Full review in Mobile News issue 446 (August 24, 2009).

To subscribe to Mobile News click here

 

NO COMMENTS

LEAVE A REPLY