Android shipments just keep on going. Canalys reports (2Q-2011) that Android shipped 51.9mu (48% market share) which is good news – right?
Well… attached to the success is a downside. According to WDS reports* Android owners will contact technical support 1.3 times a year, and the average handle time (AHT) for the Tech Support Desk is 11 minutes 12 seconds. So every 1mu units shipped, will generate 243,750 hrs of tech support cost. That’s (@£30/hr) £7.3 million per 1 million devices. And it looks like Android’s on target to ship close to 200 million units this year… or £1.5bn of support calls; depending on how you’re looking at it.
*need to register for WDS reports