The tablet revolution is here and Mystery Caller has decided to get involved. He just bought an iPad from the Apple Store and is after a SIM for it. With mobile internet a big seller for the operators, he rings them to find out what he can get
6: Virgin Mobile
I repeated that I wanted an iPad SIM a further five times, to make sure he got the message
Manner – 2/5
Understanding – 1/5
Knowledge – 1/5
Helpfulness – 1/5
Clarity – 1/5
Overall – 1/5
Total – 7/30
5: Three
Three is plastering information about its dedication to mobile broadband across the country
Manner – 0/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 0/5
Clarity – 3/5
Overall – 1/5
Total – 8/30
4: T-Mobile
Had I gone mad? I told him he had just given me the tariffs
Manner – 3/5
Understanding – 1/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 2/5
Overall – 2/5
Total – 12/30
3: Orange
I was impressed by the tariffs and even more so when she told me that I could “chop and change” them whenever one ended
Manner –5/5
Understanding – 4/5
Knowledge – 5/5
Helpfulness – 5/5
Clarity – 3/5
Overall – 4/5
Total – 26/30
2: Vodafone
It sounded like a decent amount of data, and the price appeared to be reasonable as well
Manner – 4/5
Understanding –5/5
Knowledge – 5/5
Helpfulness – 5/5
Clarity – 4/5
Overall – 4/5
Total – 27/30
1: O2
The extra touches at the end nearly gave Lisa full marks for her performance
Manner – 5/5
Understanding – 5/5
Knowledge – 5/5
Helpfulness – 5/5
Clarity – 4/5
Overall – 4/5
Total – 28/30
Summary
This week saw a line drawn between the good CSAs and the bad ones. The better ones scored close to top marks, while the worst were lucky to get any at all.
The Virgin team passed me around its call centres like a cow at a show, while Jason from Three was just plain rude. JP from T-Mobile took a while to get the gist of what I was after, but eventually came through with the information.
The lady from Orange would surely have won on any other week. Vodafone’s Taz did just about everything right and was only beaten to the top spot by Lisa from O2, who took home the top gong thanks to her extremely jovial tone and natural ambition to please the customer.
Full review in Mobile News issue 490 (June 6, 2011).
