Department of telecommunications (DoT) in a survey found that customers waste a lot of time on cellphone trying to resolve
issues with companies such as Airtel,Vodafone and Idea ,without actually getting any resolution.
This leads to frustration,anger and high BP among the customers,not to mention the unusually excessive radiation exposure customers have due to these calls .
As per the data on an average a customer calls these call centers 5 times for one issue with an average 30 minutes per call.20% of this time is spent in navigating through the IVRS menus , 75% time on hold and only 5% on actually speaking to the customer representative.
The study also noted that most customers need to explain the problems they are facing to every customer agent who attends them.On an average a customer needs to explain his/her issues 7 times.
Citing these ill effects the DoT has decided to all together Ban Customer service and instead insisted that either the customer emails or simply switches to another provider as soon as he/she faces any issue. With number portability this seems to be a viable option