Specialized Call Centres: Setting Access Standards

Graphic depicting the number of calls to speak with an agent

• One = 45 percent
• Twice = 20 percent
• 3 to 5 = 28 percent
• More than 5 = 4 percent
• Never reached an agent = 1 percent

Graphic depicting the wait time to speak with an agent

• Under 5 minutes = 23 percent; reasonableness of wait time (percent 4 or 5) = 88 percent
• 5-10 minutes = 30 percent; reasonableness of wait time (percent 4 or 5) = 53 percent
• 11-20 minutes = 25 percent; reasonableness of wait time (percent 4 or 5) = 36 percent
• More than 20 minutes = 21 percent; reasonableness of wait time (percent 4 or 5) = 14 percent
• Overall reasonableness of wait time (percent 4 or 5) = 49 percent

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