Mystery Caller: Mobile Wi-Fi solutions

Mystery Caller is moving but wants to stay online while her new pad is kitted out with fibre broadband. Can the networks offer a mobile Wi-Fi solution at a reasonable price?

6: T-Mobile

T-Mobile CSA Neil was outdone by the others, who all showed a greater interest in helping

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

5: Virgin

When I asked for clarification, RJ sighed and said he would start from the beginning…

Manner – 4/5
Understanding – 2/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 18/30

4: Three

The CSA seemed to think Three’s ultrafast network was the same as 4G, which could be misleading for some consumers

Manner – 4/5
Understanding – 5/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 4/5
Total – 18/30

3: Vodafone

An average performance from Neil… who sounded thoroughly depressed throughout the call

Manner – 3/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 23/30

2: O2

Robert sounded very happy to help me, even after I had said I was looking for information rather than to make a purchase

Manner – 5/5
Understanding – 5/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 26/30

1: Orange

Kelly’s tone was pretty much perfect, and I got the impression she is very comfortable selling mobile broadband solutions

Manner – 5/5
Understanding – 5/5
Knowledge – 4/5
Helpfulness – 5/5
Clarity – 4/5
Overall – 4/5
Total – 27/30

Summary

All the CSAs put in a decent performance this issue, despite our requirements extending beyond their comfort zone of smartphones.

The exceptions to this were T-Mobile and Virgin, the first losing points for referring me to a store within the first minute of my call and the second for providing vague information on broadband speeds.

Three’s CSA Claire performed well but also lacked knowledge on speeds, while Vodafone’s Neil was let down by his negative manner.

In contrast, O2’s CSA was very happy to help me and was confident when it came to explaining tariffs. He couldn’t beat Kelly at Orange, however, who stood out for tailoring her recommendations to my requirements.

Full article in Mobile News issue 549 (October 7, 2013).

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