Broadband Customer Support calls – Some facts

The recent report from uSwitch shows that the revenues that UK broadband providers earn via their customer support could be well over £34m per year. Especially, Orange, a UK ISP is reported to charge its customers with a painful rate of 50p per minute for making calls to its support centre staff. Most of the ISPs usually charge their customers for making calls to their help desk, however a few ISPs in UK either make these calls free of charge or allow their customers to call them at a local call rate.

What is astonishing is the fact that more than half of the total calls made to ISPs did not bring any satisfactory results for the customers, however, the total number of such calls touched 19 million during the last year. This means, the ISPs could make easy money out of their customer support division, which is quite inefficient as only 40 percent of the support calls truly address the problems of the customers.

In UK, the customer support has been in poor shape for quite a long time. Either the Internet Service Providers would offer customer support via call centres located in non-UK stations or the staff working in call centres would be quite inefficient in dealing with the issues faced by customers.