Mystery Caller: Sat Nav mapping

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6: Vodafone

There was silence for about 10 seconds before she said: “Go ahead.” Go ahead with what?

Manner – 1/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 1/5
Overall – 2/5
Total – 10/30

5: Virgin Mobile

My mood was brightened when I was greeted by music familiar from a Laurel and Hardy flick. Trouble ahead?

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

4: Orange

After nine minutes of pain she was finally gone and Claire was on hand. I felt sorry for her because she had a job following that rubbish

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

3: O2

I asked for alternatives. Andrew wasn’t very forthcoming – it was the iPhone or nothing it seemed

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

2: 3

“We don’t have any phones with SatNav on them.” Charlie was quickly winding down and was getting bored by me

Manner – 3/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 18/30

1: T-Mobile

When I’d said that was all, she beamed: “My pleasure. Is there anything else I can help you with?” Very nice indeed

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

Summary

This was a pretty simple enquiry but for some reason many of the CSAs couldn’t grasp exactly what I was after.

Vodafone seemed to have no idea what I was going on about and I found Erin and Bob’s responses rather abrupt. For some reason Mark at Virgin recommended me a phone with a tiny screen and Orange’s CSA thought I was trying to call a satellite before Claire did her best to revive the call.

Andrew at O2 had plenty of knowledge but seemed fixated on the iPhone, Charlie at 3 put in a solid performance before seeming to lose interest towards the end of the call but Nicola at T-Mobile was a clear winner, demonstrating a genuine need to help me.

Full review in Mobile News issue 461 (April 12, 2010).

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