2 March 2017
9 News
Have you ever wondered how Centrelink's average call wait times are so low, despite regular accounts of people languishing on hold with the welfare agency?
If a call is answered, and then transferred to another operator, the wait time is wound back to zero.
"A transfer to a new line becomes a new inquiry, and as such, the clock would start again," Human Services staffer Barry Jackson told a Senate estimates hearing in Canberra on Thursday.
"It becomes a new call coming into the system."
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