Physical Address
304 North Cardinal St.
Dorchester Center, MA 02124
Physical Address
304 North Cardinal St.
Dorchester Center, MA 02124
Mystery Caller is changing jobs and needs to replace his work contract with a consumer deal. His boss is letting him keep his work iPhone 4 and number, but how can the operators help when he isn’t used to worrying about how much he uses his phone?
6: Virgin
Shaun sounded as if he really didn’t care whether I was interested in buying anything at all
Manner – 2/5
Understanding – 1/5
Knowledge – 3/5
Helpfulness – 2/5
Clarity – 2/5
Overall – 2/5
Total –12/30
5: Vodafone
She launched into her first pitch, the first of many limited time promotions
Manner – 2/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 17/30
4:T-Mobile
It was a pretty decent pitch that Vodafone, O2 and Orange couldn’t compete with
Manner – 3/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 18/30
3: Three
I said I’d call back myself and let James go in search of the fire exit
Manner – 4/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 19/30
2: O2
Overall the CSA did a good job, explaining the changeover process and offering a decent deal
Manner – 3/5
Understanding – 3/5
Knowledge – 4/5
Helpfulness – 3/5
Clarity – 4/5
Overall – 3/5
Total – 20/30
1: Orange
Christina said the deal might only be on offer for a short time, but refreshingly she didn’t use that fact as a threat
Manner – 4/5
Understanding – 3/5
Knowledge – 4/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 4/5
Total – 21/30
Summary
Other than a return to poor form for Virgin Mobile, there wasn’t a great deal to separate the operators this time.
Shaun at Virgin was uninterested, and his inability to offer a Micro SIM was a major failing. Leslie at Vodafone was too pushy, and Laura at T-Mobile had a shaky start, but both were competent.
Hayley at Three had a refreshingly easy-going attitude to closing the sale, and the O2 CSA was able to provide a detailed explanation of how much data I would use. In the end Christina at Orange just took the top spot with an excellent manner and a good offer.
Importantly, all the CSAs were able to explain the number porting process clearly, and most were aided by being able to put a ‘special offer’ on the table.
Full review in Mobile News issue 521 (August 27, 2012).