Why Starhub and Singtel make their customers wait 1-2 hours before picking up the phone..

I think the stats would read something like this –

Out of 100 who actually make the attempt to call to ‘Customer Service‘-

80 of them give up mid-way (generally after 30-45 minutes)

20 of them actually try to make it through (This is w/ reference to Pareto’s ‘Law of the Vital Few’)

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Now, Starhub has taken to this to a whole new level. Among the 20 people who do call..

16 people are met with a new brand of customer service operators who have no idea about what to do except read a bunch of FAQs from a manual.

4 people actually get what they want. (Again, thank you Pareto).

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So I’m estimating 4 out of every 100 subscribers actually get the service they need after 1-2 hours of waiting time.

Presenting the power of a tri-opoly, ladies and gentlemen!
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*Starhub, Singtel and M1 tripolize the Singapore telecom market.