Mystery Caller: Cheap mobile for calls in the UK and to the US

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Mystery Caller’s American friend wants him to find a cheap mobile he can use when he visits for the Olympics. He wants low-cost calls in the UK and to the US, but doesn’t want to be tied into a contract

5: Orange

My friend would still be paying more than 70p per minute to call home. Even ET would have been upset with that deal

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

4: O2

Carlos’s confidence masked the fact he seemed unwilling to suggest a rolling one-month contract

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

3: Vodafone

After a few minutes on hold, she came back with her best shot at a good deal, which turned out to be rather disappointing

Manner – 4/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 2/5
Clarity – 4/5
Overall – 3/5
Total – 19/30

=2: Three

Immediately I was suspicious that is was an attempt to sell my friend an expensive phone he didn’t need

Manner – 3/5
Understanding – 3/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 22/30

=2: T-Mobile

“You’re really making me do my job today,” she volunteered before disappearing off the line

Manner – 4/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 22/30

1: Virgin

I almost fainted when Michael didn’t start by asking me if I had any other Virgin services

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

Summary

A broad range of solutions presented by the CSAs in this Mystery Caller, with an equally diverse range of performances. O2’s offer was only slightly better than Orange’s, and neither CSA was on form. Danielle at Vodafone couldn’t offer much, but at least had better manners.

T-Mobile’s Stacey was on the ball, while Three’s Jamie came up with an intriguing solution even if he wasn’t exactly friendly. But in the end Virgin’s Michael delivered a shock win for the operator, with a friendly approach, good product knowledge, a simple solution and, for once, not pressuring me into trying to buy other Virgin Media services.

Full review in Mobile News issue 514 (May 21, 2012).

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