Mystery Caller: Phablets

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Apple has launched the 5.5-inch iPhone 6 Plus. Samsung now has the Galaxy Note 4 with a 5.7 inch screen. Phablets are all the rage. So Mystery Caller wants one. What can the CSAs offer?

5: O2

This was the first of many long pauses during the conversation and already Khadiza had destroyed any hope I had of her being able to share her knowledge about phones

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

4: Vodafone

It seemed odd to jump down a whole inch in screen size and I asked if there was anything in between. Jay said there wasn’t

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

3: EE

When I told her I was after a new big-screen phone, I was met with silence. After I said hello, she apologised

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

2: Virgin

She said the screen was very bright and clear to look at. She gave a good description of it that left me impressed

Manner – 4/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 5/5
Clarity – 4/5
Overall – 4/5
Total – 25/30

1: Three

He said I had a lot of options available, but the first big handset he had thought of was a Samsung Galaxy Note 3

Manner – 5/5
Understanding – 5/5
Knowledge – 5/5
Helpfulness – 5/5
Clarity – 5/5
Overall – 4/5
Total – 29/30

Summary

Phablets have soared in popularity since the launch of the iPhone 6 Plus,

That means CSAs should know their stuff about larger devices, and we asked them to sell us the biggest phone they could.

O2’s Khadiz had trouble knowing her stuff.  The minute-long pauses while she read up on specs, ruined the call experience.

Jay of Vodafone knew a lot more about what he was offering, but wasn’t remotely friendly or helpful during the conversation.

The EE advisor failed to give her name and also had problems with the vpice clarity on her line, making it hard for her to offer anything but a mediocre service.

The Virgin Mobile CSA also didn’t offer her name. But she was a much better performer overal combining an acceptable amount of knowledge with a good phone manner.

Graham from Three was the only CSA who really got the right balance between being polite and friendly and competently answering all questions.

Full article in Mobile News issue 576 (November 17, 2014).

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