Mystery Caller: Mobile broadband dongles

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After recently being accepted into the university of his dreams, Mystery Caller is on the hunt for a mobile broadband package complete with a dongle that will keep him connected at all times. What will the operators be able to offer him?

6: O2

Nicola also told me there was a special deal on whereby if I bought a dongle for £15.74, I would get my first 2GB for free

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

5: T-Mobile

My joy was short lived however, as Neil backtracked when he discovered there was no 12-month contract

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

4: Orange

Garry had performed well and delivered the information I wanted

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

3: Virgin Mobile

The offer included a free dongle, which Siobhan told me would arrive within one working day

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

2: Vodafone

Thankfully, Martin rescued me from my torture and was straight on to my request with an air of know-how and confidence

Manner – 4/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 5/5
Clarity – 4/5
Overall – 4/5
Total – 25/30

1: Three

I was impressed, and the detail and confi dence he was displaying only reinforced this

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

Summary

It was a straightforward task this week and all the CSAs performed well. However, there was still a big gap between the top and the bottom, with Three ultimately doing a lot better than lowly O2.

Nicola from O2, despite knowing about the product in question, lacked the motivation and didn’t come across well at all. Neil from T-Mobile, while incredibly polite, needs to work on his overall product knowledge a little bit.

Garry from Orange seemed to be sleeping at fi rst but perked up throughout the call – if he had woken up sooner, he could have done a lot better.

Siobhan from Virgin put in a sterling performance on behalf of her operator, which has struggled in recent times. Martin from Vodafone knew his stuff and was only just pipped by Robin from Three, whose superior o er won the day.

Full review in Mobile News issue 512 (April 23, 2012).

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