Mystery Caller: Xmas handsets

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6: Orange

Kevin introduced himself and got to work, furiously typing away on his keyboard in search of answers

Manner – 2/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 2/5
Overall – 2/5
Total – 12/30

=4: Vodafone

“Let me have a look on the internet and see what’s on offer” was Charlotte’s next astonishing statement

Manner – 2/5
Understanding – 3/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 2/5
Overall – 2/5
Total – 13/30

=4: O2

If the Genio was such a big seller, how come she didn’t know the handset’s price?

Manner – 2/5
Understanding – 3/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 2/5
Overall – 2/5
Total – 13/30

=2: Virgin Mobile

Ajay’s fi rst question was a cracker. Was the phone for a male or female? I had already explained I was buying it for my sister

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

=2: T-Mobile

My perceptions and impressions of Darren were soon to come into question

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

1: 3

Just when I thought I was about to be connected to a human I was taken right back to the start

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

Summary

The significant result of this Mystery Caller exercise was that that the CSA’s knowledge was simply not up to scratch.

The networks will have to improve on this aspect if they want to enjoy a bumper festive trading period. Only Laurine from 3 made the cut. The call with Orange was difficult throughout. Namisha was hard to understand. Kevin offered handsets well below my budget, and did not sell a £20 top-up package, which is what my ‘sister’ was prepared to spend each month.

Vodafone fobbed me off to its website and Charlotte’s knowledge on its prepay offers was woeful. The same criticism applied to Wendy at O2. At Virgin, Ajay’s confidence grew as the call progressed while T-Mobile’s Darren failed to offer me anything close to my budget.

Full review in Mobile News issue 454 (December 16, 2009).

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