Mystery Caller: Phone for documents and social media

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Mystery Caller is hitting the General Election campaign trail and needs a phone to share documents and updates on social media. Can our networks tick the right box?

5: Virgin

Nica kept repeating the same questions in a Paxman-esque fashion which made me feel like a politician at a press conference. Both the prices which she came up with were way over my budget

Manner – 2/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 0/5
Overall – 1/5
Total – 9/30

4: EE

After explaining my query Jenny had to immediately apologise as her computer didn’t want to work that day, she could have filled the few seconds with some chit chat, but instead moved on to the script

Manner – 2/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 3/5
Clarity – 2/5
Overall – 2/5
Total – 13/30

3: Vodafone

John was able to tailor a Sony M2 Aqua for the campaign trail – it was ‘waterproof’ – a nice touch. He then led onto a contract with unlimited minutes and texts with 2GB of data for a monthly price of £31.50

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

2: O2

On any other week Leah could have been the winner – she could have got herself over the line by personalising her choices a bit

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

1: Three

Scott immediately grasped my query and mentioned ‘all you can eat data’ which meant I wouldn’t have to worry about bill shock

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

Summary

It was a solid effort from our networks on this task but some failed miserably to listen to simple instructions.

Nica at Virgin was a really poor experience from start to finish with the same questions being asked repeatedly.

Jenny at EE went for the biggest sale possible either intentionally to beef up her bonus or by failing to understand how much data certain services use.

John at Vodafone missed a huge trick by failing to emphasise the value from Vodafone’s unlimited data allowance for the first three months. He also failed to offer a choice.

Leah grasped the query immediately and would have been a very worthy  winner had she engaged a little more on the nature of the query.

Scott at Three was brilliant. He was straight onto choices with a minimal amount of questioning.  He tailored his choice to the customer’s needs and spotted the opportunity to upsell when it arose. He also used personal experience to great effect.

Full article in Mobile News issue 583 (March 2, 2015).

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