Therefore, you could make a legitimate business case that an acceptable average wait time for customer service is 2 minutes or less. Put differently, relax your service level to 95% of calls are answered by agents within 2 minutes or, said differently, a 95/120 standard.
People Also Ask
The answer to why companies make it hard or impossible for people to call them is simple: It saves them money. It's more expensive to hire a person in a call center — assuming they can find people who want to work there — than it is to engineer some chatbot that offers up canned answers on a website.