Mystery Caller: hands-free car kits

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Mystery Caller has a new job and will be travelling out on the road a lot in the first few months of his new role. He is after an easy-to-use hands-free car kit to keep in touch with the office and new clients. Will the networks be able to drive through sales?

6: Virgin

Despite telling CSA Nick five times, he still didn’t understand what I was looking for

Manner – 0/5
Understanding – 0/5
Knowledge – 0/5
Helpfulness – 0/5
Clarity – 0/5
Overall – 0/5
Total –0/30

5: Vodafone

I was at least given hope that I would be able to buy something on the phone that day – how wrong I was

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

=4: Three

The dreary and already bored-sounding Heather asked how she could help – what a pointless question that would turn out to be

Manner – 1/5
Understanding – 1/5
Knowledge – 0/5
Helpfulness – 0/5
Clarity – 1/5
Overall – 1/5
Total – 4/30

=4: Orange

I was knocked back completely when this guy said: “You do know you’re through to Orange?”

Manner – 1/5
Understanding – 1/5
Knowledge – 0/5
Helpfulness – 0/5
Clarity – 1/5
Overall – 1/5
Total – 4/30

2: T-Mobile

After just one minute and 36 seconds, the call was over – I had only spent 30 seconds on the phone to Richard

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

1: O2

It wasn’t a convincing sales pitch by Robert, but at least he’d tried to sell me something, unlike the other networks

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

Summary

This was the worst Mystery Caller performance we have ever known. I’m shocked that five out of the six networks couldn’t sell me accessories over the phone and, in doing so, make a few extra quid.

Nick at Virgin was terrible, as he never knew what I was looking for, despite me repeating my simple query several times in plain English.

Vodafone’s Mohammed also had real trouble understanding what I wanted, but at least that call ended sooner. Heather at Three offered no hope with her robotic voice and Orange seemed astounded I was after a car kit at all. Richard was marginally better because at least he seemed sorry he couldn’t help me.

O2’s Robert was no expert salesperson but won by default really because he was the only CSA to at least try to sell me something.

Full review in Mobile News issue 522 (September 10, 2012).

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