Mystery Caller: broadband connection

Mystery Caller is moving house but has been told that his new flat doesn’t have a phone line for a fixed broadband connection. What can the networks do to keep him connected?

6: Virgin Mobile

I again said I was a new customer, which she acknowledged, but for some unknown reason she then said: “Can I have your Virgin Mobile number?”

Manner – 2/5
Understanding – 1/5
Knowledge – 1/5
Helpfulness – 1/5
Clarity – 1/5
Overall – 1/5
Total – 7/30

5: Three

“You’ll be getting… you’ll get high-speed access. Three megs,” he said quickly. It was a response that didn’t fi ll me with much confidence

Manner – 4/5
Understanding – 4/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 20/30

4: O2

I could go for a mobile broadband dongle, that would come with “everything that I would need”. That was pretty vague

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

3: Orange

He began talking about landline calls, but I was more interested in surfing the web. In any case, he began talking about evening and weekend calls

Manner –4/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 24/30

2: T-Mobile

“If you’re out with your laptop and you had the Wireless Pointer, you’d still be able to access the internet through that.” This pointer thing sounded very handy

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

1: Vodafone

Glen said I would get “a more professional modem that could run at speeds of up to 28.8Mbps”. Impressive

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

Summary

This was a straightforward query for the CSAs. All networks dealt with it well except Virgin, which again put in a disappointing performance.

The call with Elena was full of irritation: she either wasn’t listening to me or wasn’t bothered about what I wanted. Three’s Sagal was let down by his amateurish response to broadband speeds.

At O2, Chris’ vague offerings were rescued by the solid Tariq. Orange’s CSA, although impressive, was too fixed on selling me too much at once, whereas Andrea’s o er of T-Mobile’s Wireless Pointer was a good alternative offering.

It was Glen at Vodafone that put in a flawless performance though, with his anticipation, questions, knowledge and listening skills spot on.

Full review in Mobile News issue 502 (November 21, 2011).