Mystery Caller: basic handset

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Mystery Caller is after a phone for his grandad, who is about to celebrate his 75th birthday. He is looking for something basic and easy to use, and money is no object as he wants the best. Can the networks steer him towards older QWERTY phones?

6: Orange

I got the feeling he was thinking: “If you don’t want an iPhone 5, please can you hang up and let me sell one to somebody else”

Manner – 2/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 2/5
Clarity – 2/5
Overall – 2/5
Total –14/30

5: Vodafone

I asked how much this would cost on prepay and, being the helpful guy that he was, Jay replied: “I couldn’t tell you”

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

4: Virgin

Kel asked if touchscreens or keypads were my preference – I would be surprised if a 75-year-old even knew what a touchscreen

mobile was

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

3: T-Mobile

I asked how much prepay would cost. “I haven’t got a clue as I don’t deal with pay-as-you-go,” he said

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

2: O2

It was miserable outside and I had to give O2 credit for trying to cheer up callers with its hold music

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

1: Three

An unnamed male CSA came on the line before I’d even had a chance to dunk my biscuit

Manner – 5/5
Understanding – 5/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 5/5
Overall – 4/5
Total – 27/30

Summary

This was probably the easiest scenario we’ve put to the networks in a long time, and on the whole they acquitted themselves very well.

The performances from Orange and Vodafone were disappointing, though. It felt like I was wasting my time with Orange as I got so little information from the CSA, while Jay at Vodafone failed to elaborate on his suggestions.

Virgin’s Kel put in a decent showing but her attention span seemed to decrease massively as the call progressed. T-Mobile’s Mark was only marginally better and claimed to know nothing about the operator’s prepay offerings.

The O2 CSA, Kirsten, put in a solid, if not spectacular, performance throughout but the unnamed Three CSA showed a genuine intention to help me and tried everything possible to find me the best deal.

Full article in Mobile News issue 524 (October 8, 2012).

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