Digital security is in the news at the moment and Mystery Caller is concerned. Before he purchases his new Samsung Galaxy S5 he wants to make sure his files are secure. Who can offer the best deal?
5: Three
Maybe it was more hopefully, as I could almost hear the eyes roll in the back of his head when I confirmed I would like a way of locking and securing sensitive files
Manner – 1/5
Understanding – 1/5
Knowledge – 0/5
Helpfulness – 0/5
Clarity – 0/5
Overall – 1/5
Total – 3/30
4: Virgin
It was clear that she had no idea what I was asking about and had little interest in the call
Manner – 2/5
Understanding – 1/5
Knowledge – 0/5
Helpfulness – 1/5
Clarity – 0/5
Overall – 1/5
Total – 5/30
3: EE
Whether she had simply read the information incorrectly or was trying to pull a fast one is anyone’s guess but this was a huge piece of misinformation
Manner – 4/5
Understanding – 3/5
Knowledge – 2/5
Helpfulness – 3/5
Clarity – 2/5
Overall – 3/5
Total – 17/30
2: O2
One key thing that James lacked was the ability to move towards a sale. At no point in the call did he mention a sale
Manner – 5/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 5/5
Clarity – 4/5
Overall – 5/5
Total – 27/30
1: Vodafone
Offering security as part of the package could offer potential customers great comfort
Manner – 5/5
Understanding – 5/5
Knowledge – 4/5
Helpfulness – 5/5
Clarity – 4/5
Overall – 5/5
Total – 28/30
Summary
It is clear that operators’ sales staff have not been offered any training on mobile security, despite how important this issue is to some consumers.
The only advice that I was offered from advisers was all from personal experience but it lacked any granular detail or any operator-specific deals.
Virgin was the worst of the lot with its advice to “Call Android”, while Three also failed to grasp the issue. Sam at EE quoted a rate about four times the price that she should have done.
James from O2 and Donna from Vodafone were very knowledgeable and talked about the issue with great ease. More work needs to be done.
Full article in Mobile News issue 567 (June 30, 2014).
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