Tired of waiting on the phone, telco customers opt for web chat

Tired of waiting on the phone, telco customers opt for web chat

Phone enquiries still account for 80 per cent of all enquiries

A total of 15 per cent of telco customers in Australia prefer web chat over phone conversations when enquiring with its provider.

A total of 80 per cent of all enquiries were made over the phone with 15 per cent preferring web chat, which increased over the 12 months to June 2018.

The Australian Communications and Media Authority (ACMA) published the results from the data from the five unnamed telecommunications providers on their customer service performance for 2017-18.

Under the Telecommunications Consumer Protections Code, telcos must ensure to keep waiting times to a minimum and aim to resolve customer service enquiries at the first contact.

A total of 88 million customer service enquiries were received with 70 per cent being resolved on first contact.


For phone enquiries, the average wait time for customers to have their call answered was between 51 seconds to just over four minutes.

Call abandonment rates ranged from 4.9 per cent to 15.3 per cent. Three of the five telcos had an average call wait time of less than two minutes.

"We consider telcos can be doing more to give their customers a consistently good customer service experience," ACMA chair Nerida O’Loughlin said.

"The data indicates telcos have different priorities — some have a high rate of first contact resolution but at the same time have relatively long call wait times. It is clear some consumers are waiting too long for their calls to be answered.

"In fact, some consumers are abandoning their calls before they can speak to anyone about their issues. And those who do get through don’t always have their issue resolved at first contact."

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Tags TelcoTelecommunicationsACMA


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