The Knesset Economic Committee has approved new consumer protection service call center regulations.
According to the new regulations, if the expected waiting time exceeds 3 minutes, the call center will be required to present the caller with two options: Stay on hold, or leave a message. If the caller selected ‘message’, the call center will be required to call him back within three hours. If the caller chooses ‘hold’, the call center will be required to inform him of his position in line, with a constant option of leaving a message. If the center called back and the caller was not available, the center will be required to leave a message with a time frame for their next call-back attempt.