Mystery Caller: prepay phone with GPS

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Mystery Caller is going on the road for work and needs a prepay phone with decent GPS capabilities. Money’s short so he’s set himself a budget of £120 but will stretch to £150 if need be, although he’s not letting the CSAs know that. How will they do?

6: T-Mobile

I asked her if there was anything else, but got what is one of the most frustrating responses any CSA can give you

Manner – 2/5
Understanding – 0/5
Knowledge – 1/5
Helpfulness – 0/5
Clarity – 3/5
Overall – 1/5
Total – 7/30

5: Virgin Mobile

If Virgin is going to have call centres in less developed countries, it needs to make sure its employees are clued up on technology to which they may not have access

Manner – 4/5
Understanding – 1/5
Knowledge – 1/5
Helpfulness – 2/5
Clarity – 1/5
Overall – 1/5
Total – 10/30

4: Vodafone

I was pretty peeved to have been lied to by Lou and to have been shoved in a queue for so long for nothing

Manner – 5/5
Understanding – 1/5
Knowledge – 1/5
Helpfulness – 1/5
Clarity – 2/5
Overall – 2/5
Total – 12/30

3: Orange

“It might be slightly ambitious wanting a decent sat nav phone for that price,” Darren told me with a sigh

Manner –2/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 3/5
Clarity – 1/5
Overall – 3/5
Total – 13/30

2: O2

It didn’t sound promising, according to our mystery lady, who told me “new phones are very dear at the moment”

Manner – 4/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 2/5
Overall – 3/5
Total – 18/30

1: Three

I appreciated the fact he had taken the time to explain how the device was suited to my original request – the only CSA to do so

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

Summary

Not the best showing from the CSAs this week, with the majority choosing to focus on the other aspect of the devices in question instead of homing in on my original request.

Susan from T-Mobile appeared as if she had better things to do than help me out, while Rana from Virgin’s knowledge was under par.

Darren from Orange sounded as if he needed a holiday, while Vodafone’s Gilly only carried out the bare basic requirements.

O2’s mystery lady tried her hardest but was let down by her operator’s stock list. It was Three’s Paul who took the gold medal this week with his clever selling style and attention to detail.

Full review in Mobile News issue 504 (December 19, 2011).

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