Windows Phone is growing in market share so Mystery Caller wants to see what is available – but he won’t pay more than £20 per month. What can the CSAs offer?
5: EE
This is the part where you’re supposed to start asking questions Kevin! I’ve been waiting long enough on hold so don’t make me wait more
Manner – 3/5
Understanding – 3/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 4/5
Overall – 3/5
Total – 17/30
4: Vodafone
Elliott was good without being great. Not giving his name at the start harmed the call and so did gaps in his knowledge
Manner – 4/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 2/5
Overall – 3/5
Total – 21/30
3: Virgin
Strangely, she told me I was a Virgin customer, even though I’m not. Neither did I tell her I was a Virgin Mobile customer
Manner – 4/5
Understanding – 2/5
Knowledge – 4/5
Helpfulness – 2/5
Clarity – 4/5
Overall – 3/5
Total – 19/30
2: O2
Leah was lovely but she seemed to be repeating herself a lot. It was all good information but I only needed to hear it once
Manner – 5/5
Understanding – 4/5
Knowledge – 3/5
Helpfulness – 4/5
Clarity – 5/5
Overall – 4/5
Total – 25/30
1: Three
Sarah said she used a Nokia Lumia 1020 herself and that she was a big fan of Windows Phone
Manner – 5/5
Understanding – 3/5
Knowledge – 5/5
Helpfulness – 5/5
Clarity – 5/5
Overall – 5/5
Total – 28/30
Summary
As Windows Phone grows in popularity, CSAs need to get used to selling it more. Part of the appeal is cheaper handsets and most of them found good deals.
After waiting a long time on hold, Kevin at EE was a little bit abrupt and not overly helpful. He gave some information without ever really delivering a top sales pitch.
The Virgin advisor also provided good information but ruined the call by making me an offer and then withdrawing it after she realised I wasn’t an existing customer.
Elliott at Vodafone was more consistent but a poor phone line and some gaps in his knowledge lowered his score.
O2’s Leah was great but she kept repeating herself – especially the word ’tiles’ – and that made the call overly long and cost her the victory.
The win deservedly went to Sarah at Three for providing the most information and giving the best sales pitch, even if she did try to get me to spend over budget.
Full article in Mobile News issue 579 (December 15, 2014).
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