Physical Address
304 North Cardinal St.
Dorchester Center, MA 02124
Physical Address
304 North Cardinal St.
Dorchester Center, MA 02124
After recently being accepted into the university of his dreams, Mystery Caller is on the hunt for a mobile broadband package complete with a dongle that will keep him connected at all times. What will the operators be able to offer him?
6: O2
Nicola also told me there was a special deal on whereby if I bought a dongle for £15.74, I would get my first 2GB for free
Manner – 2/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 2/5
Clarity – 3/5
Overall – 2/5
Total – 15/30
5: T-Mobile
My joy was short lived however, as Neil backtracked when he discovered there was no 12-month contract
Manner – 5/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 2/5
Overall – 3/5
Total – 16/30
4: Orange
Garry had performed well and delivered the information I wanted
Manner – 3/5
Understanding – 2/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 17/30
3: Virgin Mobile
The offer included a free dongle, which Siobhan told me would arrive within one working day
Manner – 3/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 23/30
2: Vodafone
Thankfully, Martin rescued me from my torture and was straight on to my request with an air of know-how and confidence
Manner – 4/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 5/5
Clarity – 4/5
Overall – 4/5
Total – 25/30
1: Three
I was impressed, and the detail and confi dence he was displaying only reinforced this
Manner – 4/5
Understanding – 5/5
Knowledge – 5/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 26/30
Summary
It was a straightforward task this week and all the CSAs performed well. However, there was still a big gap between the top and the bottom, with Three ultimately doing a lot better than lowly O2.
Nicola from O2, despite knowing about the product in question, lacked the motivation and didn’t come across well at all. Neil from T-Mobile, while incredibly polite, needs to work on his overall product knowledge a little bit.
Garry from Orange seemed to be sleeping at fi rst but perked up throughout the call – if he had woken up sooner, he could have done a lot better.
Siobhan from Virgin put in a sterling performance on behalf of her operator, which has struggled in recent times. Martin from Vodafone knew his stuff and was only just pipped by Robin from Three, whose superior o er won the day.
Full review in Mobile News issue 512 (April 23, 2012).