Mystery Caller: Work emails

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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

“You get, like, erm emails on that one, and office apps.” It simply wasn’t good enough.

Manner – 2/5
Understanding – 1/5
Knowledge – 1/5
Helpfulness – 1/5
Clarity – 1/5
Overall – 1/5
Total – 7/30

5: Vodafone

Surprisingly, he immediately dismissed the Vodafone-exclusive Storm2 as more of a “gadget phone”.

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

4: Virgin Mobile

A vast amount of information, but I wouldn’t be able to sign up right away because the E63 and E71 were out of stock.

Manner – 4/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 24/30

=2: O2

She finished off: “This is brand new, nobody will have it and it will make you exclusive.”

Manner – 5/5
Understanding – 5/5
Knowledge – 4/5
Helpfulness – 5/5
Clarity – 5/5
Overall – 5/5
Total – 29/30

=2: T-Mobile

It was a good move throwing in T-Mobile’s returns policy because all the complications may lead to me returning it, I suspected.

Manner – 5/5
Understanding – 5/5
Knowledge – 4/5
Helpfulness – 5/5
Clarity – 5/5
Overall – 5/5
Total – 29/30

1: Orange

Craig even gave me his telephone extension number to get him on. He didn’t just go the extra mile, he went an extra couple of miles.

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

Summary

It was tough to pick a winner, far easier to pick out the loser of the pack.

3 was quite simply awful. It started with terrible phone line quality and being passed between di  erent people and departments and ended with Craig filling me with no confidence whatsoever. The CSA at Vodafone overloaded me with too much information at once.

The Virgin CSA did a good job explaining tariffs but was very vague on the handset features.

Separating the top three was extremely difficult but Orange’s Craig just came out on top despite a very shaky start to the call before he picked it up. He went that extra step further by giving me his extension number to call him back on.

Full review in Mobile News issue 451 (November 2, 2009).

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