Mystery Caller: handsets for the elderly

Written by: Mobile News
Mystery Caller: handsets for the elderly

It’s grandad’s 80th birthday and Mystery Caller is after a simple-to-use phone for him. The problem is he has lost a lot of his hearing and his sight is failing him. Can the networks come up with a suitable handset that will meet all his needs?

6: T-Mobile

I had been on hold for seven minutes when Laura stepped up to the plate. Would it be third time lucky with her? Far from it

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

5: Virgin

I explained my query but already Nayna was confused. “Bear with me a second,” she said. It wouldn’t be the last

time I’d hear that phrase

Manner – 3/5
Understanding – 1/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 2/5
Overall – 2/5
Total – 12/30

4: O2

I asked what my grandad would get in terms of topping-up options on prepay. The response from Glen was: “You get what you get”

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

3: Three

Daniel suggested the Samsung Galaxy S III smartphone – I couldn’t imagine an 80-year-old wanting one of those

Manner – 4/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 2/5
Clarity – 3/5
Overall – 3/5
Total –18/30

2: Vodafone

John then added that one other recommendation had sprung to mind – but he didn’t reveal the model number

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

1: Orange

Orange has made a habit of continuing to promote the Samsung Galaxy S III, and this call was no different

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

Summary

It was a simple query and one the networks should have found straightforward, but none of them were able to rise to the challenge.

The call to T-Mobile was a complete waste of time, withLaura, the third CSA I was put through to, insisting that I would have to visit a store for more help.

Virgin was better but not nearly good enough to challenge the others, with Nayna’s confused state of mind and lack of knowledge letting her down.

O2’s Glen was bland, Daniel for whatever reason tried to sell me a Samsung Galaxy S III and Vodafone’s John was kept from the top spot because his recommendations were lacking in detail.

Nadia at Orange nicked top spot and although her questioning was slightly mixed up, she was able to collect all the necessary information from me.

Full article in Mobile News issue 527 (November 19, 2012).

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