Mystery Caller is off to Morocco for a two-week holiday. Sun, sea – and a lot of mobile phone use. He asks the operators what charges to anticipate on his prepay handset. How clued up were they and what did they offer?
6: Virgin Mobile
Confused? I was. So I asked her to just give me a direct answer about the mobile internet costs
Manner – 3/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 1/5
Overall – 2/5
Total – 12/30
5: Vodafone
I appreciated the heads-up: it was a valuable bit of advice
Manner – 4/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 2/5
Overall – 3/5
Total – 15/30
4: Three
Things like text messaging surely should be a must-have
Manner – 3/5
Understanding – 3/5
Knowledge – 2/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 2/5
Total – 16/30
3: T-Mobile
He wasn’t long gone and came back armed with the essential knowledge I was after
Manner –3/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 4/5
Clarity – 3/5
Overall – 3/5
Total – 19/30
2: O2
Taiwa was able to provide me with all the information I needed, quickly and with clarity
Manner – 4/5
Understanding –4/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 3/5
Overall – 4/5
Total – 23/30
1: Orange
She came back armed with call, text and mobile internet rates for Morocco
Manner – 5/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 3/5
Overall – 4/5
Total – 24/30
Summary
Using your mobile abroad can result in hefty charges, so it was good to hear all this week’s CSAs provide the exact details about the costs and charges I could expect.
Ellen from Virgin was enthusiastic, but her network’s reliability let her down, while the lady at Vodafone seemed confused at times. Sahid from Three did what was asked of her but didn’t go the extra mile; Sean from T-Mobile was much the same. It’s often the initiative from CSAs that makes the call.
O2’s Taiwa was impressive and it was only the confusion he created at the end that lost him the winner’s medal. Diane took the prize with an all-round good performance. Her thought was appreciated and she gave me all the details I needed.
Full review in Mobile News issue 486 (April 11, 2011).
