Today Friday 11th April Rightmobilephone.co.uk investigated the response times when contacting your mobile network, were we left hanging, listening to dull music costing a us fortune? or were our calls greeted promptly, read on to find out the results.
We thought a Friday lunchtime would be a good time to start what will be an ongoing report, each month we will publish our findings offering you an insight into each networks call centre performance. Our findings in this report are completely independent, factual and reflects our experience on that particular day.
We measured both the technical support and direct sales telephone numbers of the networks, each call was timed from being connected to having dialog with a human voice, note each network has a different process in terms of having to press numbers to access different departments, these were actioned promptly and our focus was on technical support and direct sales.

O2 Customer Service line 0870 241 0202
(call 202 free from an 02 Mobile, calls charged via landlines - standard rates apply)
Open 8:00am - 8:00pm Monday to Friday and 9:00am - 6:00pm at weekends
We called at 12.16 and had success at 12.17 (response time within 1 minute)
O2 Direct Sales Line 0870 225 7879 - We called at 12.18 and had success at 12.19 (response time within 1 minute)

Vodafone Customer Service line 08700 700 191
(call 191 free from a Vodafone Mobile, calls charged via landlines - standard rates apply) Open 24 hours
We called at 12.20 and had success at 12.21 (response time within 1 minute)
Vodafone Direct Sales Line 08080 044 423 - We called at 12.22 and had success at 12.22 (response time within 30 seconds)

Orange Customer Service line 07973 100 150
(call 150 free from an Orange Mobile, calls charged via landlines - standard rates apply)Open Monday to Friday from 8am to 10pm and on Saturday from 9am to 9pm and Sundays from 9am to 5pm.
We called at 12.20 but were unable to measure the response time as you cannot go any further without entering your Orange telephone number, Orange ended the call when we didn’t enter a number. Other networks will take you further into options without having to provide a number!
Orange Direct Sales Line 0800 079 2000 - We called at 12.23 and had success at 12.23 (response time within 30 seconds)

T-Mobile Customer Service line 0845 412 5000
(call 150 free from a T-Mobile Mobile, calls charged via landlines - standard rates apply) Open 7:00am - 10:00pm, 7 days a week
We called at 12.24 and had success at 12.25 (response time 1 minute)
T-Mobile Direct Sales Line 0845 412 2303 - We called at 12.26 and had success at 12.26 (response time within 30 seconds)

3 Mobile Customer Service line 08707 330 333
(call 33 free from a 3 Mobile Mobile, calls charged via landlines - standard rates apply)
We called at 12.27 and had success at 12.34 (response time 7 minutes) We were greeted with a script advising that we could go online to resolve our technical issue, the script also advised re-booting our phone to resolve the problem, we continued to hold, during this time we were also asked to take part in a support survey that would come at the end of the call, we declined and continued to hold listening to music, the call was then answered at 12.34.
3 Mobile Direct Sales Line 0800 358 6946 - We called at 12.35 and had success at 12.35 (response time within 30 seconds)

Virgin Customer Service line 0845 650 4500
(call 789 free from a Virgin Mobile, calls charged via landlines - standard rates apply)
We called at 12.36 and had success at 12.38 (response time 2 minutes)
Virgin Direct Sales Line 0845 650 4500 - We called at 12.38 and had success at 12.38 (response time within 30 seconds)
In summary we were not surprised to see super fast response times on all the direct sales lines, new customers is obviously key. Skeptics will say that’s fine but how well do they support you once you have signed a contract, well our results pleasantly surprised us as on the whole it seems that the customer care infrastructure is in place before and after with some impressive response times from the call centres today.
So our response time results for April 2008 based on technical support requests from current customers are as follows:-
1 - Vodafone & O2 ( within 1 minute )
2 - T-Mobile ( 1 minute )
3 - Virgin ( 2 minutes )
4 - 3 Mobile ( 7 minutes )
Orange * we haven’t listed Orange as their current call system prevents us from measuring any response. Though it has to be noted we were not prevented from proceeding when calling the other networks.
Have you had as good a response as we have had when trying to contact your network? is there a network you feel deserves praise or one that could do better? Let us know why in comments.
Date: Apr 11th, 2008 ·
1 Comment ·
Tags: Mobile Industry News