Mystery Caller: Roaming charges

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With Mobile World Congress fast approaching, Mystery Caller is keen to avoid massive roaming charges when he heads there this month. He has rung up the networks to see what international deals they can offer him for his trip to Barcelona

6: O2

I felt I had been messed around and I couldn’t understand why Try couldn’t give me some insight into the product

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

5: Vodafone

Pam came on the line and it seemed as if it was her first day on the job, such was her lack of confidence

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

4: Virgin Mobile

I was shocked to hear that Virgin couldn’t help me out, but a quick visit to the website proved Ben was telling the truth

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

3: T-Mobile

To say I was unimpressed by Matthew’s offer would be an understatement

Manner – 3/5
Understanding – 4/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 19/3

2: Orange

Her reluctance to tell me what the discounted call rate was made me feel as if Orange was out to pull a fast one

Manner – 4/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 4/5
Overall – 3/5
Total – 20/30

1: Three

When she came back she had a very unusual but brilliant offer to put on the table

Manner – 3/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 2/5
Overall – 4/5
Total – 21/30

Summary

Some CSAs handled this straightforward request with great efficiency and used it as a chance to show off their knowledge. Others failed dismally.

Try from O2 didn’t have too much knowledge on the subject and his inability to connect with customer services let him down, while Ben at Virgin showed promise but had trouble understanding the task in hand.

There was nothing to separate Pam at Vodafone and Matthew at T-Mobile, both of whom could have made slight improvements.

Lynn from Orange showed great charm and wit, but couldn’t back herself up towards the end.

It was Three’s Hayley who, despite her lack of clarity, shone with a very good performance to give Three a third win on the trot.

Full review in Mobile News issue 507 (February 13, 2012).

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