SF 4605

as introduced - 92nd Legislature (2021 - 2022) Posted on 05/21/2022 07:34am

A bill for an act
relating to state government; setting answer time for calls to state call centers;
proposing coding for new law in Minnesota Statutes, chapter 15.

BE IT ENACTED BY THE LEGISLATURE OF THE STATE OF MINNESOTA:

Section 1.

new text begin [15.9915] CALL CENTER OPERATION.
new text end

new text begin A state department or agency, including a multimember agency, that operates a call
center that accepts inbound calls must answer 90 percent of incoming calls within 20 seconds.
"Answer" as used in this section means rendering the requested assistance or accepting
information necessary to process the call. An acknowledgment that a caller is waiting on
the line does not constitute an answer. A call center must track its answer time metrics on
an annual basis and publish the metrics on the department or agency website.
new text end