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Physical Address
304 North Cardinal St.
Dorchester Center, MA 02124
Mystery Caller’s better half is moving out to Australia for at least six months and he wants to keep in touch on his mobile. He asked the operators what they could offer to help him maintain his long-distance relationship
6: Virgin Mobile
Mark had nothing to offer and didn’t seem to care very much
Manner – 1/5
Understanding – 1/5
Knowledge – 2/5
Helpfulness – 1/5
Clarity – 2/5
Overall – 1/5
Total – 8/30
=4: Orange
The Camel looked promising, but the sneaky idea could have left me single
Manner – 4/5
Understanding – 3/5
Knowledge – 4/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 4/5
Total – 21/30
=4: O2
Jamie wasn’t confident, but his “Call Me” option had appeal
Manner – 3/5
Understanding – 4/5
Knowledge – 3/5
Helpfulness – 4/5
Clarity – 3/5
Overall – 4/5
Total – 21/30
3: Vodafone
Gary’s deal wasn’t too bad, but he should get that cough checked out
Manner –3/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 3/5
Overall – 4/5
Total – 22/30
2: Three
Huw was a pleasure to listen to, and he had an unusual prepay option
Manner – 4/5
Understanding – 3/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 23/30
1: T-Mobile
Carrie was friendly, and came up with a range of options
Manner – 5/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 5/5
Clarity – 4/5
Overall – 4/5
Total – 26/30
Summary
Most of the CSAs put in a decent performance this week, except for Virgin, which couldn’t offer me anything and wasn’t even able to be nice about it.
Otherwise, the operators came up with interesting solutions, and the variety of international calling options was impressive. O2’s Call Me idea, and Three’s cheaper prepay calls were both standouts.
But in the end, Carrie at T-Mobile came top because she could offer a flexible range of relatively cheap options for calls to Australia, and presented them with clarity and charm.
Full review in Mobile News issue 500 (October 24, 2011).