Call centres use pandemic as an excuse for leaving us on hold
The amount of time broadband and landline customers spent waiting for customer service queries to be answered doubled in 2020
7 May 2021 • 4:39pm
Call centres have used the pandemic as an excuse to leave customers waiting on the phone for double the amount of time they did in 2019, figures from Ofcom suggested.
The telecoms regulator said the average wait for broadband customers looking to contact their providers had risen from just over two minutes in 2019 to just over four last year and that firms needed to do better.
Many providers found their customer service operations disrupted at the beginning of the coronavirus outbreak as they had to adapt to having call centre staff working from home.