Mystery Caller: cross-network minutes

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Mystery Caller pocketed £150 over Christmas and is keen on spending it all on a new phone that will give him plenty of minutes to family and friends on other networks. What can the CSAs come up with?

6: Virgin

Was this a mobile phone sales to dummies course? I felt insulted and let him know it

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

5: Orange

After six minutes I was through to Idie, who welcomed me to ‘EE sales’. I thought I was calling Orange sal

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

4: O2

“With pay-as-you-go you just get the phone and decide what SIM you want in there.” Ralf’s response didn’t inspire much confidence

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

3: Vodafone

Sam told me on contract Vodafone had “loads” of handsets to choose from across “hundreds” of price points. The latter was a bit of an exaggeration

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

2: T-Mobile

Then came a rather startling admission, but one I appreciated nonetheless – the CSA warned I wouldn’t receive the iPhone before Christmas

Manner – 4/5
Understanding – 5/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total –25/30

1: Three

Three needs to note that the sales telephone number on the home page of its website doesn’t work

Manner – 4/5
Understanding – 4/5
Knowledge – 5/5
Helpfulness – 4/5
Clarity – 5/5
Overall – 4/5
Total – 26/30

Summary

All the networks were disappointing in one way or another, lacking stock or product knowledge, and sometimes both.

It was another bad showing from Virgin. Despite the simplicity of the query, the CSA couldn’t understand me or deal with it in a meaningful manner.

I got the impression Orange’s Idie thought I was stupid and his answers were drawn out, while Ralf at O2 confused me by switching between tari choices.

It was close between the top three, with only two points separating them. Sam at Vodafone was

solid but left things up in the air by not getting down to business immediately, while T-Mobile’s Richard was let down by a minor lack of detail. It was Three that came out on top though, Lou’s only slip-up being the failure to mention prepay options too often. Otherwise, he was impressive.

Full article in Mobile News issue 530 (January 14, 2013).

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