Mystery Caller: budget camera phone

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Mystery Caller wants to start a photo blog and buy a cheap camera phone so she can take photos and post them online. In the age of Instagram and Flickr, what can the networks offer the budget-conscious consumer?

6: Orange

Kieran told me Orange offered “certain animal tariffs” which would “give me certain things for certain prices”

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

5: T-Mobile

CSAs should at least be able to access a list of prepay deals and pick a few appropriate options from it for callers, otherwise there’s no point in call centres

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

4: O2

O2 was the only network to keep me waiting, and they continued their bad start by saying they didn’t do prepay deals over the phone

Manner – 3/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 2/5
Overall – 3/5
Total – 20/30

3: Three

Kevin failed to give me a reason to buy a Nokia over other brands except “because it’s better”

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

2: Vodafone

I don’t understand this obsession with diverting people to, or relying on, the website – I’ve picked up the phone for a reason

Manner – 4/5
Understanding – 3/5
Knowledge – 5/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 24/30

1: Virgin

Rhonda became quite robot-like, efficiently and thoroughly going through my options

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

Summary

A common mistake made by the CSAs during this Mystery Caller was telling me to visit the website.

The worst offender was O2’s Jo, who was lucky I was passed on to a much better CSA.

The cheapest camera phone was from Orange, but I wouldn’t have bought from Kieran, who knew nothing about tariffs.

Vodafone’s ‘Nearly New’ scheme meant they could o er me a better deal on the Galaxy Ace than Three. Indeed, a refurbished Sony Xperia with a five-megapixel camera from O2 was a good deal and may have tempted a real customer.

Rhonda at Virgin not only had the knowledge to back up her suggestions, she also chose the right tariff to become a surprise winner.

Full article in Mobile News issue 531 (January 28, 2013).

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