New law: we are entitled to a human response from a service representative within 6 minutes


by Ifi Reporter Category:Government Jul 16, 2018

Knesset Member Eitan Cabel, chairman of the Economics Committee, submitted a bill to the committee's approval stating that citizens are entitled to a human response from a service representative within six minutes of the engagement. This proposal is valid for all companies in the economy (including industries that have been implicated in the provision of this service, as in the insurance industry), which defines the response of a human service representative not later than 6 minutes, 3 minutes.
It is interesting to note that the Ministry of Communications drafted a similar bill only for the communications field and in fact ignored the bill submitted for approval by the Economics Committee. The deputy director general of the media mogul apologized for the ministry's conduct.
In fact, the law currently allows companies that the law applies to (eg, communications companies) to respond by leaving a message. However, although the law defines a reasonable amount of time, many companies do not offer the option to leave a message or do not return to a customer waiting to receive a service.

When it comes to sales worlds, that is, a customer who wishes to purchase or receive information from a sales representative, the waiting period for the representative will be short and efficient. It is regrettable to discover once again that companies in various sectors of the economy have not yet internalized the importance of service in today's competitive model and are not in a hurry to return to the customer when it comes to service quality.

At the beginning of the week, the Ministry of Communications published telephone response indices in accordance with the proposed bill, a day before the morning's vote, which was meant to ignore the proposal submitted for approval by the Economics Committee. In light of this, Finance Ministry deputy director-general Maimon Shmila apologized at the opening of the hearing, which includes not only the communications companies but also the insurance, gas, banking and other sectors.



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