Mystery Caller: Roaming

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Going on a romantic break to Paris, you wouldn’t think Mystery Caller would have much time to spend on the phone. Just in case, he wanted to know the best deals for international calls, texts and data

6: Vodafone

Lynne seemed reluctant and uninterested in providing me with any information on international calling costs

Manner – 3/5
Understanding – 1/5
Knowledge – 1/5
Helpfulness – 2/5
Clarity – 2/5
Overall – 2/5
Total – 11/30

5: O2

I explained again what I was looking for and she again launched into a standard script on how to activate my new SIM

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

4: T-Mobile

Margi seemed to receive a call she wasn’t expecting whilst Aloni said the SIM she was sending me may not work

Manner – 3/5
Understanding – 1/5
Knowledge – 2/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 15/30

3: Virgin

I corrected her, stating my romantic break was with my partner, not my sister

Manner – 4/5
Understanding – 3/5
Knowledge – 1/5
Helpfulness – 4/5
Clarity – 2/5
Overall – 3/5
Total – 17/30

2: Orange

The CSA was honest with his statement that it wouldn’t be good to do data abroad

Manner – 4/5
Understanding – 4/5
Knowledge – 2/5
Helpfulness – 4/5
Clarity – 2/5
Overall – 3/5
Total – 19/30

1: Three

To hear such an honest attitude from a CSA on data charges abroad meant that Steven had won my trust

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

Summary

It would seem pay-as-you-go is the poor relation of monthly tariffs. Mystery Caller was met with CSAs who didn’t seem to care about what the customer was enquiring about.

Some were quite happy to pass the buck to another department, while others were completely unaware of the rates for international calling.

This should be a worry for the operators as pay-as-you-go can be the first step on the ladder to more lucrative monthly contracts.

The one bright spot was Three’s Steven who provided all the information and advice I needed, quickly and honestly.

Full article in Mobile News issue 558 (February 24, 2014).

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