Mystery Caller: Prepay handset for teenage brother

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Mystery Caller wants a prepay handset for his 16-year-old brother for £100. He also wants to put restrictions on what his brother can view on the internet. Can the CSAs help?

6: Virgin

I wanted to know how I could control my brother’s internet usage, which is a pretty basic question, right? Not to this guy

Manner – 1/5
Understanding – 1/5
Knowledge – 2/5
Helpfulness – 1/5
Clarity – 2/5
Overall – 2/5
Total – 9/30

5: O2

I needed to end mine and Amy’s pain. Even when Amy said goodbye to me, she still sounded terrified

Manner – 3/5
Understanding – 2/5
Knowledge – 1/5
Helpfulness – 1/5
Clarity – 1/5
Overall – 2/5
Total – 10/30

4: Orange

“They’re Android phones, you can get lots of apps and they’re also fast for the internet.” It wasn’t a convincing response

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

3: Vodafone

Zack dramatically changed his tune, suggesting I should go for something running off Android. I was confused

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

2: Three

Immediately Carlene was on the ball, asking what my budget was and if I would like a phone with touchscreen or keypad

Manner – 5/5
Understanding – 5/5
Knowledge – 4/5
Helpfulness – 5/5
Clarity – 5/5
Overall – 4/5
Total – 28/30

1: T-Mobile

Suzanne asked what my budget was and how much my brother topped up by, which were all vital questions

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

Summary

This wasn’t a di cult query for the CSAs, but there were only two stand-out performers.

Some of their knowledge on handsets and tari s was disappointing, with their questioning abilities proving to be a particular weakness.

The CSA at Virgin was completely clueless and rude to the point where I was almost glad he hung up on me. O2’s Amy sounded terrified and lacked confidence but escaped the wooden spoon due to her genuinely nice manner.

Orange’s Melissa was vague on all the details. Vodafone’s Zack provided the details, but kept changing his mind over what I should go for.

The two stand-out performers were Carlene at Three and Suzanne at T-Mobile. Suzanne put in a perfect performance and may have shared top-spot if it hadn’t been for Carlene’s slight hesitancy.

Full review in Mobile News issue 515 (June 4, 2012).

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