Mystery Caller: Web use caps

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6: Virgin Mobile

There was silence for about a minute before he was back on the line

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

5: Vodafone

It seemed like this guy partially knew what he was talking about so why transfer me to another department?

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

4: Orange

Adam came on the line. For some reason he couldn’t quite grasp what I was saying

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

=2: T-Mobile

I got more information in a couple of minutes than I did in 15 minutes with some of the other networks

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

=2: O2

Arthur was next in line. “Good to speak to you Sir.” What a great welcome

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

1: 3

Robert was off to a flyer and on the right track but did he know the ins and outs of what exactly this was?

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

Summary

It’s incredible to think how long some networks took to understand what I was after. What part of “I’d like to cap my data costs” couldn’t they understand?

I had to get through four Vodafone CSAs before getting any kind of answer. Adam at Orange had a disjointed approach and didn’t come up with anything positive.

T-Mobile, O2 and 3 stood out though. ‘Cher’ at T-Mobile knew an awful lot about the boosters but they seemed more expensive out-of-bundle costs. Keith’s helpful tone saw him finish joint second. However despite a shaky start from the female CSA at 3, Robert did everything I could have expected by explaining in detail what the proposed EU rules were and when they would come into force.

Full review in Mobile News issue 459 (March 15, 2010).

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