Apple and their customer service team managed to handle the high volume of incoming call traffic when the iPhone 6 launched recently, but fast forward that by a day, and it looked as though the customer service team was overwhelmed by callers – resulting in increasing wait times of up to 20 minutes for some.
StellaService were the ones who provided such statistics, and the customer service analytics firm claimed that during launch day, the Apple customer service team managed to answer calls in 1 minute and 9 seconds, but that figure dropped to over 20 minutes by the time it was Saturday. There was not exact figure revealed, since the analytics firm does away with time-to-agent metrics at 20 minutes per call.
As to what was the cause behind such a spike remains to be discovered for sure, although many customers did claim that Apple Stores were packed to the brim on launch day itself, with several people claiming that the iPhone 6 stock was no longer available by the time they wanted to pick up the latest smartphone model from Cupertino.
If one were to compare the iPhone 6’s statistics to the iPhone 5s’ release last year, it saw response times come close to seven minutes, which is a six-minute jump from the norm back then.