The Ministry of Communications today (Monday) set benchmarks for waiting times for a professional human response at the customer service centers of the companies providing communications services. The rules will apply to Bezeq, HOT Telecom, the cellular companies, unified licensees and Internet access providers with over 20,000 private subscribers.
A waiting period of up to six minutes for a human response will apply to clarification of account, termination of contract and repairs. The Voice Response routing menu will be composed for each type of call only from the routing options, without any announcements or suggestions to join the various programs or campaigns or any other information not related directly to the routing menu.If the applicant chooses an account clarification option, no representative of the company answering the call may transfer it to another representative or to any other party, except at the express request of the applicant. If the caller has selected the option to terminate the communication, no representative of the company answering the call may transfer it to another representative or to any other party for handling the application of the applicant for termination of the engagement.