Mystery Caller: anti-virus software

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Mystery Caller’s computer was hacked and she wants to stop the same happening to her Samsung Galaxy S III. As security companies warn of an increase in malicious mobile software, what are the networks doing to protect customers?

6: Orange

What set Kerry apart from the rest of the CSAs was that she was rude as well as incompetent

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

5: Vodafone

I added that one of the companies which makes apps and software packages is called Norton, in the hope this would ring some bells

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

4: Virgin

The two Virgin CSAs I spoke to were polite enough, but even as a team they weren’t able to help me

Manner – 4/5
Understanding – 2/5
Knowledge – 1/5
Helpfulness – 1/5
Clarity – 2/5
Overall – 2/5
Total – 12/30

3: T-Mobile

The CSA at T-Mobile conferred with her entire team and still failed to tell me anything I didn’t already know

Manner – 3/5
Understanding – 2/5
Knowledge – 0/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total –14/30

2: O2

Using the internet, Andy suggested some security packages that could be installed on my phone – which is probably all any of the O2 CSAs could do

Manner – 4/5
Understanding – 3/5
Knowledge – 1/5
Helpfulness – 4/5
Clarity – 3/5
Overall – 3/5
Total – 18/30

1: Three

Cleverly, Gail didn’t pass up the opportunity to sell me Three as a network at the same time

Manner – 5/5
Understanding – 4/5
Knowledge – 1/5
Helpfulness – 5/5
Clarity – 5/5
Overall – 3/5
Total – 23/30

Summary

Often Mystery Caller identifies a serious gap in the knowledge or selling ability of CSAs. Here the issue extended to the networks’ poor offerings.

Only Vodafone and Orange supply products designed to secure your mobile data – but their CSAs didn’t even know this.

This led to the bizarre outcome of Gail from Three winning, even though the network doesn’t offer anti-virus packages, and she knew next to nothing about them. This goes to show that manner and helpfulness goes a long way when all the CSAs are equally lacking in knowledge.

The networks have failed to pick up on industry warnings of increased targeting of smartphones by criminals. They’ve also failed to realise a revenue stream – as the BYOD trend will surely make managers more security-aware.

Full article in Mobile News issue 532 (February 11, 2013).

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