• Feedback
  • RSS Feed
  • Sitemap
Ommcom News
  • Home
  • Odisha
  • Nation
  • World
  • Sports
  • Business
  • Entertainment
  • Videos
  • Science & Tech
  • Photo Gallery
  • ଓଡ଼ିଆରେ ପଢନ୍ତୁ
No Result
View All Result
  • Home
  • Odisha
  • Nation
  • World
  • Sports
  • Business
  • Entertainment
  • Videos
  • Science & Tech
  • Photo Gallery
  • ଓଡ଼ିଆରେ ପଢନ୍ତୁ
No Result
View All Result
Odisha News, Odisha Breaking News, Odisha Latest News || Ommcom News
Home Business

Customer Service Calls On Hold Resulted In 15 Bn Hours Loss For Indians In 2023: Report

OMMCOM NEWS by OMMCOM NEWS
July 31, 2024
in Business

New Delhi: Customer service calls on hold resulted in a massive loss of 15 billion hours for Indians last year, resulting in likely $55 billion in economic loss output, a report revealed on Wednesday.

An average person spends more than one day each year on hold to address an issue or complaint (30.7 hours), according to new research from the AI platform ServiceNow.

Slow service solutions mean the average employee is spending 3.9 days to resolve each customer issue, the report noted.

“Indian businesses are at risk of losing two-thirds of their customer base in 2024 due to slow service solutions,” said Sumeet Mathur, SVP and Managing Director, ServiceNow India Technology and Business Centre.

Structural problems are pushing wait times further with 48 per cent of Indians identifying inefficient internal communication as a major issue for customer service delays, while 47 per cent say customer service staff lack decision-making power.

About 66 per cent of respondents said they would consider switching to another company if their issue is not resolved within three working days.

“Businesses that can’t meet that standard must act, installing AI-powered self-service options available at the consumers’ fingertips,” Mathur added.

Over half of Indians say their trust in chatbots (55 per cent) and self-help guides (56 per cent) has also increased.

The study showed a notable surge in trust towards AI among Indians, with two-thirds (66 per cent) expressing confidence in GenAI to deliver good customer service.

“In an era where customer retention is increasingly challenging, it is time for enterprises to put AI to work and drive growth, improve efficiency, and deliver superior customer experiences in a competitive business landscape,” said Mathur.

Close to 60 per cent of Indians would like to see customer service teams improve their speed of resolution while half would like to see a reduction in the time spent on hold, the findings showed.

(IANS)

ShareTweetSendSharePinShareSend
Previous Post

Sensex Trades High As NTPC, Asian Paints Lead

Next Post

Paris Olympics Medal Tally: Japan Remain On Top, China 2nd, India On 33rd

Related Posts

Business

India Should Focus On Atmanirbhar Innovation, Aims To Rank In Top Five AI Nations Globally: Scindia

October 5, 2025
Bitcoin
Business

Bitcoin Touches Record High Crossing $125,000

October 5, 2025
Business

NaMo Semiconductor Lab To Strengthen India’s Chip Design Ecosystem & Boost ‘Make In India’ Drive: Meity

October 5, 2025
Business

Swadeshi Campaigns To Help Domestic Textiles Demand Reach $250 Billion By 2030

October 5, 2025
Business

NSE Reduces Lot Sizes For Nifty 50, Other Index Derivatives From Oct 28

October 5, 2025
Business

KEPCO, KHNP To Spend Combined $26 Million In Lawsuits Over Dispute: Lawmaker

October 5, 2025
Next Post
Paris Olympics

Paris Olympics Medal Tally: Japan Remain On Top, China 2nd, India On 33rd

siddaramaiah

Kerala Landslides: K'taka CM Appeals To Corporates To Provide CSR Funds For Victims

MInistry-of-Home-Affairs

Home Ministry Displays Order Withdrawing Ban On Govt Employees Joining RSS Activities

Khimji
OMC
  • Feedback
  • RSS Feed
  • Sitemap

© 2025 - Ommcom News. All Rights Reserved.

Welcome Back!

Login to your account below

Forgotten Password?

Retrieve your password

Please enter your username or email address to reset your password.

Log In

Add New Playlist

No Result
View All Result
  • Home
  • Odisha
  • Nation
  • World
  • Sports
  • Business
  • Entertainment
  • Videos
  • Science & Tech
  • Photo Gallery
  • ଓଡ଼ିଆରେ ପଢନ୍ତୁ

© 2025 - Ommcom News. All Rights Reserved.