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Mobile operators 'not offering peak performance'

Customer services staff at the most common mobile networks are not clued up on their own services, according to a new report by Onecompare website.Researchers made 100 calls to each of the main six networks and discovered that a significant amount of staff were unable to answer basic questions about peak hours, call costs and other services.O2 provided the worst customer services of all, ranking bottom for both staff knowledge and manner. Operators at O2 failed to answer 35 per cent of questions regarding international call costs correctly. Vodafone employees got 20 per cent of basic information wrong and Orange staff were unable to answer 15.4 per cent of director Anthony Ball said: "Customer acquisition continues to take priority but mobile companies, even the ones that have come out top in our report, have neglected the basics and dismissed the importance of good customer services."The report simply highlights the inadequacies of most mobile phone networks across all investigated areas." Worryingly, Onecompare estimates that as many as half of mobile users who have called customer services for information will have been dissatisfied with the level of service provided. The data also shows that consumers may have lost out on the best deals through being misinformed.

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