How to check whether your customer service meets legally required response times

Learn, step by step, how to check whether 95% of your customer service calls are being answered in under 3 minutes, as required by the new Spanish regulations, and avoid potential fines. You should be able to do this using your contact centre software.

Because there’s a big difference between simply having a customer service team and actually knowing, with real figures, whether calls are being answered on time, how long customers are waiting in queues and what happens when volumes increase.

What’s more, accurate measurement isn’t just useful for meeting internal targets. It also helps you identify bottlenecks, justify improvements and gain a much clearer picture of the real customer experience.

If you need a simple way to do this, Enreach Omnichannel allows you to monitor queues, waiting times and service levels from a single environment, without relying on manual processes or scattered reports.

In this article, you’ll discover what you should be measuring, how to check whether you’re meeting your response time targets and why doing it with Enreach is far simpler than it may seem.

• 1. What meeting customer service waiting time targets actually means
• 2. The data you should be reviewing
• 3. How to check it in practice
• 4. The most common mistakes when trying to verify compliance
• 5. How to do it easily with Enreach
• 6. It’s not just about complying: it’s about knowing in time
• 7. Conclusions

1. WHAT MEETING CUSTOMER SERVICE WAITING TIME TARGETS ACTUALLY MEANS

In customer service, compliance isn’t just about answering calls or messages. It’s about doing so within reasonable timeframes and being able to prove it with reports.

Put simply: if you can’t measure it, you can’t verify it.

To do this properly, you need to review queue waiting times, configured service levels and the percentage of interactions answered within the defined target. The same approach can be applied to both voice and digital channels.

2. THE DATA YOU SHOULD BE REVIEWING

To understand whether your service is performing well, there are several particularly useful metrics to monitor.

QUEUE WAITING TIME

This is the time between a call entering the queue and an agent answering it. It’s the foundation for checking whether the service is responding with the expected level of speed.

PERCENTAGE OF CALLS ANSWERED WITHIN SERVICE LEVEL TARGETS

This is one of the most important metrics. It shows what proportion of interactions are answered within the maximum acceptable timeframe you’ve defined.

ABANDONMENT RATE

It’s also important to review how many calls are abandoned before being answered. This metric helps identify issues related to overload, workforce planning or queue management.

AVERAGE WAITING TIME

This is a very useful metric for understanding the real customer experience, even when overall service levels appear to be acceptable. Sometimes averages reveal friction points that other data doesn’t show as clearly.

3. HOW TO CHECK IT IN PRACTICE

In practical terms, the process looks like this:

1. Set the maximum response time to 3 minutes
2. Review the percentage of calls answered within that timeframe
3. Analyse abandonment rates, overflow calls and average waiting times
4. Identify whether the issue lies with demand, planning or agent availability
5. Make decisions based on data, not assumptions

When this monitoring is done properly, businesses stop managing customer service “by feel” and start working from a much stronger operational foundation.

4. THE MOST COMMON MISTAKES WHEN TRYING TO VERIFY COMPLIANCE

This is where many businesses get stuck.

ONLY MEASURING PART OF THE SERVICE

If you only review phone calls and leave out other channels, you’re only seeing part of the picture.

NOT DEFINING SERVICE LEVELS PROPERLY

If you don’t clearly define what maximum waiting time is considered acceptable, interpreting results accurately becomes much harder later on.

IGNORING ABANDONED OR OVERFLOW CALLS

If these situations aren’t reviewed, you miss a key part of the problem. And very often, that’s exactly where a significant part of the negative customer experience lies.

ANALYSING DATA WITHOUT CONTEXT

Waiting times don’t depend solely on incoming call volumes. Team activity, availability and occupancy levels also play a role. Without operational context, data on its own can easily lead to misleading conclusions.

5. HOW TO DO IT EASILY WITH ENREACH

This is the part that matters most to businesses that don’t want to waste time building complicated reports.

With Enreach Omnichannel, this process is far more straightforward because the platform already allows you to:

• Review queue reports by channel
• Adjust service level settings
• Measure waiting times
• Check the percentage answered within target
• Analyse abandonment and overflow rates
• Export results for internal monitoring or audits

That means there’s no need to build parallel systems or rely on manual Excel calculations to understand whether the service is performing as it should.

And if the business operates across multiple channels, being able to apply the same measurement logic to both voice and digital interactions makes monitoring far more valuable.

If you’re looking for more advanced queue management, automation and operational analytics, an AI-powered customer service solution can also help you gain more context, automate processes and improve service efficiency.

6. IT’S NOT JUST ABOUT COMPLYING: IT’S ABOUT KNOWING IN TIME

There’s a big difference between discovering too late that you’re failing to comply and spotting the issue early enough to fix it.

When a business can easily monitor:

• • Waiting times
  • Service levels
  • Abandonment rates
  • Channel performance

Start managing customer service with far greater precision.

And that’s where the real value lies: not just proving compliance, but improving operations before problems impact the customer.

7. CONCLUSIONS

Checking whether your customer service operation meets response time requirements shouldn’t be a complex process.

The key is understanding what to measure, reviewing the correct service level targets and having reports that provide a genuine picture of what’s happening across both voice and digital channels.

With Enreach, this becomes much simpler because you can centralise queue monitoring, waiting times and channel performance within a single solution. And that allows you to move from intuition to data, and from data to improvement.

Put simply: if you need to prove your customer service operation is compliant, the most important thing is having a tool that makes it easy.