Feeds

Mobile survey uncovers staff ignorance

Dozy workers fall into knowledge gap

Providing a secure and efficient Helpdesk

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

Protecting against web application threats using SSL

More from The Register

next story
Brit telcos warn Scots that voting Yes could lead to HEFTY bills
BT and Co: Independence vote likely to mean 'increased costs'
Phones 4u slips into administration after EE cuts ties with Brit mobe retailer
More than 5,500 jobs could be axed if rescue mission fails
New 'Cosmos' browser surfs the net by TXT alone
No data plan? No WiFi? No worries ... except sluggish download speed
Radio hams can encrypt, in emergencies, says Ofcom
Consultation promises new spectrum and hints at relaxed licence conditions
Blockbuster book lays out the first 20 years of the Smartphone Wars
Symbian's David Wood bares all. Not for the faint hearted
Bonking with Apple has POUNDED mobe operators' wallets
... into submission. Weve squeals, ditches payment plans
This flashlight app requires: Your contacts list, identity, access to your camera...
Who us, dodgy? Vast majority of mobile apps fail privacy test
Apple Watch will CONQUER smartwatch world – analysts
After Applelocalypse, other wristputers will get stuck in
prev story

Whitepapers

Providing a secure and efficient Helpdesk
A single remote control platform for user support is be key to providing an efficient helpdesk. Retain full control over the way in which screen and keystroke data is transmitted.
Saudi Petroleum chooses Tegile storage solution
A storage solution that addresses company growth and performance for business-critical applications of caseware archive and search along with other key operational systems.
Security and trust: The backbone of doing business over the internet
Explores the current state of website security and the contributions Symantec is making to help organizations protect critical data and build trust with customers.
Reg Reader Research: SaaS based Email and Office Productivity Tools
Read this Reg reader report which provides advice and guidance for SMBs towards the use of SaaS based email and Office productivity tools.
Security for virtualized datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.