Mystery Caller: HD video and uploads to social networks

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Mystery Caller wants a smartphone with HD video and an idiot-proof way to upload video clips to social networking sites. He has a budget of £35 a month, so what can the networks offer?

6: Virgin

A time-wasting focus on upselling Virgin services and an in-your-face approach was too much to take

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

5: Three

Reading off a spec sheet like a robot and a lack of in-depth knowledge meant detail was scant

Manner – 4/5
Understanding – 3/5
Knowledge – 2/5
Helpfulness – 3/5
Clarity – 2/5
Overall – 3/5
Total – 17/30

4: Orange 

Skipping the dreaded message guiding customers to the EE website, I got through to Louise – but she was thin on detail

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

3: O2

I was told “all the latest phones” offer HD video and easy uploading to social networks, which was not quite the info I was after

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

2: Vodafone

Ramming home the points that the phones I was recommended were suitable for HD video and social sharing was no bad thing – that’s what I’d asked for

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

1: T-Mobile

A relaxed call that presented a number of good options left me grateful for the absence of heavy sales pitch

Manner – 5/5
Understanding – 5/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 5/5
Overall – 5/5
Total – 28/30

Summary

For such a straightforward query, this was an average performance at best by the operators, with only half standing out.

Virgin returned to using pressure tactics to force a sale. Three’s Ashley and Orange’s Louise would have scored better if they had resisted using terms such as “good” and put more effort into explaining things better.

O2’s Laura put in a solid shift after building on the foundations laid by Maggie, while Vodafone’s Thomas was almost faultless except for minor lapses when it came to the detail.

T-Mobile’s call service advisor was the winner, however, and could have received full marks if it hadn’t been for his slightly strange choice of smartphone.

Full article in Mobile News issue 548 (September 23, 2013).

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