Feeds

Mobile survey uncovers staff ignorance

Dozy workers fall into knowledge gap

Top 5 reasons to deploy VMware with Tegile

A survey from OneCompare.com has highlighted how little networks know about their own tariffs.

Price comparison service OneCompare.com called mobile phone operators 100 times each, asking a range of pretty basic questions about their call costs and roaming charges. The results were surprising, with up to 40 per cent of calls being given inaccurate information.

OneCompare.com director Anthony Ball said: "Comparing these results with our research last year, Vodafone still remain as one of the providers with the least knowledgeable staff. Alarmingly, O2 had the best phone manner and the third most knowledgeable customer service team last year but are now rated as having the poorest standards when mobile users require assistance."

International roaming charges was the area most commonly confused, with O2 giving the wrong information 39 per cent of the time.

Incorrect information about peak rates and hours was also frequently given.

The complexity of modern billing tables is no accident: in the early days UK cellular systems competed heavily on price, and comparing prices was simple. But price wars benefit no one (except perhaps the customer) so complexity was introduced to make price comparison effectively impossible and allow more complex billing models to be used.

Now it seems no one is on exactly the right tariff for them, and few have any idea how much they're paying - another survey from OneCompare.com found that 49 per cent of mobile phone users had no idea they pay to receive calls when abroad.

But tariffs are starting to settle down, and with most networks introducing some form of simplified roaming charge things should get easier for the beleaguered consumer, but if the network staff don't know the right information, how will customers find out?

The results

Most knowledgeable staff

  1. Virgin
  2. Three
  3. T-Mobile
  4. Orange
  5. Vodafone
  6. O2

Best phone manner

  1. Orange
  2. Three
  3. Vodafone
  4. T-Mobile
  5. Virgin
  6. O2

Accuracy of roaming information

  1. Vodafone
  2. Orange
  3. T-Mobile
  4. Three
  5. Virgin
  6. O2

Secure remote control for conventional and virtual desktops

Whitepapers

Cloud and hybrid-cloud data protection for VMware
Learn how quick and easy it is to configure backups and perform restores for VMware environments.
Getting started with customer-focused identity management
Learn why identity is a fundamental requirement to digital growth, and how without it there is no way to identify and engage customers in a meaningful way.
High Performance for All
While HPC is not new, it has traditionally been seen as a specialist area – is it now geared up to meet more mainstream requirements?
Storage capacity and performance optimization at Mizuno USA
Mizuno USA turn to Tegile storage technology to solve both their SAN and backup issues.
Protecting against web application threats using SSL
SSL encryption can protect server‐to‐server communications, client devices, cloud resources, and other endpoints in order to help prevent the risk of data loss and losing customer trust.