Mystery Caller: Phones for the elderly

Mystery Caller is on the hunt for a mobile phone for his elderly father, who is not technologically literate. He is also hard of hearing and his eyesight is poor. With a very healthy budget of 150, he sets out to see just what the operators can offer him

6: Vodafone

I waited for an apology, but it never came

Manner – 1/5
Understanding – 1/5
Knowledge – 2/5
Helpfulness – 1/5
Clarity – 1/5
Overall – 1/5
Total – 7/30

5: Virgin Mobile

I lied and said no, just so I didn’t have another argument to get through to the sales department

Manner – 3/5
Understanding – 1/5
Knowledge – 1/5
Helpfulness – 1/5
Clarity – 1/5
Overall – 2/5
Total – 9/30

4: T-Mobile

I wasn’t about to be dismissed so easily, and pushed him to give me the information himself

Manner – 2/5
Understanding – 4/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 18/30

3: Three

This was a valid point and proved Heather had taken everything I asked into account

Manner –4/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 19/30

2: O2

Abi was able to recommend a phone I was confident my dad could use

Manner – 4/5
Understanding –3/5
Knowledge – 3/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 3/5
Total – 21/30

1: Orange

“The device is ideal for anyone with hearing difficulties; it also has large text-size on the screen”

Manner – 4/5
Understanding – 5/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 3/5
Overall – 4/5
Total – 24/30

Summary

A week where the CSAs’ true knowledge was tested. Some knew exactly what they had in stock, while others had very little clue.

Stu and Scott from Vodafone didn’t seem to know their company’s policy on prepay handsets, and although Scott did produce a device, it was too little, too late. It was also a bad Vodafone performance, where it was the usual case of me being passed around like a ball, which is getting tiresome.

There was little separating T-Mobile’s Alison and Three’s Heather, who were average – but Kevin ensured T-Mobile finished behind Three. Abi from O2 was second due to his politeness and knowledge, but it was the Orange CSA who stole the show with a near-perfect performance. Hopefully, next time he will tell us his name.

Full review in Mobile News issue 491 (June 20, 2011).