Mystery Caller wants to start 2011 with a bang and went in search of a bargain just before Christmas that lets him carry his music library. 35 is the maximum he wants to pay per month with a free phone
6: T-Mobile
Sure, I had entered this conversation on a bargain hunt, but his EastEnders manner was not what I expected from T-Mobile
Manner – 1/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 1/5
Clarity – 2/5
Overall – 2/5
Total – 14/30
5: Orange
Right, so Nokia has abandoned Symbian and taken up with Google?
Manner – 4/5
Understanding – 2/5
Knowledge – 1/5
Helpfulness – 3/5
Clarity – 2/5
Overall – 3/5
Total – 15/30
4: O2
There was the usual beating on a keyboard and a period of silence before Paul came back with what he said was his best offer
Manner – 2/5
Understanding – 3/5
Knowledge – 4/5
Helpfulness – 3/5
Clarity – 4/5
Overall – 3/5
Total – 19/30
3: Virgin Mobile
It was nice to have a pleasant Virgin experience as its game has been down over the last few months
Manner – 4/5
Understanding – 3/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 3/5
Overall – 4/5
Total – 22/30
2: Three
Wow. 2,000 minutes, 5,000 texts, 5,000 on-network minutes and truly (yes, absolutely no stings attached) unlimited internet usage
Manner – 3/5
Understanding –4/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 23/30
1: Vodafone
He seemed to me like someone who helped old ladies cross the road – not a bad quality for a CSA to have
Manner – 5/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 25/30
Summary
A better week from all the networks but as most of their packages were the same, it was up to the CSAs to make sure they stood out from the crowd.
Mark from T-Mobile was entertaining but at the same down pretty erratic while Jackie from Orange,as nice as she was, didn’t seem to know much. Sharon and Paul from O2 got on my nerves from the outset but in the end Paul did come through with an okay offer. It was refreshing to see Virgin’s guys up their game a little but there were still technical diffculties which seem to happen every week. Three has been a consistent performer over recent weeks and this time was no different – its automated menu does make getting through to someone a pleasure. It was Vodafone’s week and Stuart, I felt was the epitome of what a good CSA should be.
Full review in Mobile News issue 480 (January 17, 2010).
