Mystery Caller: Windows Phone

Written by: Mobile News
Mystery Caller: Windows Phone

Nokia has been making a big deal of the fact that it now has over 10 per cent market share in the UK. Does this mean that the networks know how to sell the brand and its Windows Phone OS?

6: Virgin

The specs were all over the place and I didn’t have a clue what he was talking about

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

5: O2

‘Let me double check,’ said the CSA. ‘I think you need to put the stuff on your phone onto a file

Manner – 3/5
Understanding – 3/5
Knowledge – 1/5
Helpfulness – 4/5
Clarity – 1/5
Overall – 3/5
Total – 15/30

4: Orange

‘I’m pretty sure in this day and age that you can get this done without too much hassle.” It wasn’t convincing

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

3: T-Mobile

Courtney wasn’t sure but after checking online she found out that I could use DropBox to save my data to the cloud

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

2: Three

Kevin had a decent manner. He didn’t know too much about the ins and outs of the OS, but not many of the CSAs did

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

1: Vodafone

I quizzed him on how I would transfer my data from my Samsung to the Nokia. He went on to tell me about Vodafone’s RED Box service

Manner – 5/5
Understanding – 3/5
Knowledge – 2/5
Helpfulness – 5/5
Clarity – 3/5
Overall – 3/5
Total – 21/30

Summary

It was a poor performance by the operators, but what will be worrying for Microsoft is their lack of knowledge about its OS.

Jeffrey’s pauses through the call with Virgin became depressing, while Paul at O2 wasn’t too much better with his explanation of the OS. Orange’s Jimmy was pleasant but struggled to give me a picture of Windows Phone.

Courtney at T-Mobile had good handset knowledge but was vague in her explanation of the OS, while Three’s Kevin mumbled his way through data transfer.

Despite considering for a split second if BlackBerry ran Windows Phone, Paul at Vodafone won by a nose with his clear explanation of handset specs, tariffs, the OS and data transfer.

Full article in Mobile News issue 563 (May 5, 2014).

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One Response to “Mystery Caller: Windows Phone”

  1. Iain says:

    Having recently stopped working for one of the major UK networks I can state that support and training on the Windows OS is virtually non existent.

    I was an avid Windows Phone user from 7.5 onwards, and often recommended the platform to people on the basis of my firm belief that windows was the easiest OS to use and the most reliable, I was often chastised by my superior’s for spending too long on a sale as I soul often talk a potential customer through the benefit of all the available OS before explaining that the windows OS was my personal favorite, so I always sold with impartiality and offered all the available options.

    Was it my fault that after a professional, impartial and in depth demonstration and explanation that most of my customers agreed with me?

    It actually got to a point where I was informed that due to my sales figures I would be taken through a disciplinarily investigation, one of the reasons cited, my bias to the windows OS and the fact that I was taking to long on the sales process.

    I have left the company now, but I bet in my store the windows sales have dropped significantly, and I unfortunately have lost my influence on helping the Windows market share growing.

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