This is Ziptone's accessibility file. On this page you will find an overview of all relevant articles about accessibility in customer contact. The file is regularly updated. Ideal if you want to keep up with this topic.
Last update: May 13, 2026
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- Everything you need to know about accessibility
- Research into accessibility performance
- Accessibility of organizations in the news
Everything you need to know about accessibility
What is accessibility – Is your organization easily accessible to customers through different contact channels? Read all about measuring and organizing accessibility.
What is the service level? – How can you calculate it? What is the relationship with planning and occupancy rate? How long is a customer willing to wait?
What is abandonment rate? – The abandonment rate is a metric for contact centers and a good indication of possible repeat traffic.
What are the best contact center KPIs? The contact center often uses dozens of KPIs, but experts say that five KPIs are enough for the contact center.
What is First Call Resolution? – Conversely, improving First Call Resolution is often easier than accurately measuring FCR.
What is a call center or contact center? In contact centers, customer contact is handled through channels such as telephone, email, web chat, chatbots, video, messaging and social media.
What is Erlang The Erlang C formula still forms the basis for calculating the number of employees required in contact centers.
Ten tips for tackling repeat traffic Customers who contact us multiple times about the same problem: repeat traffic costs time, money, and customer satisfaction. How do you get rid of them?
Research into accessibility performance
Accessibility remains a sore point for energy companies At Vattenfall the waiting time varied from 3 to 38 minutes. At ANWB Energie, Budget Energie and Eneco the waiting time was sometimes more than 20 minutes.
Accessibility remains a fundamental problem in customer contact. An analysis by Parloa shows that 43,3 percent of the surveyed companies do not offer a clearly visible phone number or chat function.
Accessibility remains a sore point for energy companies – Consumers often have to wait a long time before they are helped. And the contact options at Essent, Energiedirect, HEM Energie and Oxxio are far too limited, according to the Consumers' Association after a survey among 20 energy companies.
Report fraud immediately to your bank? Not equally easy everywhere Reporting bank fraud to Bunq causes problems. Other banks also sometimes make calling their emergency line more complicated than necessary.
Checkout poll: consumers are fed up with long waiting times – Dutch consumers are not satisfied with the customer service of companies and (government) organizations in the Netherlands. By far the biggest frustration concerns the long waiting time at the telephone customer service. This is evident from an online poll by TV program Kassa among 1860 consumers.
KSF about Kassa broadcast: "Be clear and transparent about your accessibility" The KSF states that the majority of customers who contact customer service “are answered within a reasonable time.”
Complaints about accessibility of Belgian insurers are peaking – The Belgian ombudsman attributes the high number of complaints to digitalisation, while consumers want to be able to speak to someone when it comes down to it.
Telephone accessibility of Dutch companies does not meet the standard – Many organizations and companies in the Netherlands do not have telephone accessibility in order. This is evident from the annual survey of KCM Group, for which 10.000 mystery calls were conducted and analysed. Based on the NEN 8878* standard, accessibility must be at least 99%.
Half of energy suppliers do not meet legal accessibility requirements – Half of the energy suppliers in the Netherlands do not meet the legal requirements regarding accessibility. This is evident from research by the Consumers' Association among 32 energy suppliers.
Top 50 British brands: service numbers often hard to find More than a quarter (28%) of the top 50 UK online brands do not have a phone number listed on their website. Almost half (45%) do not have a 'contact us' link on the homepage. These include some of the UK's biggest online brands, including Trainline, ASOS, Just Eat and Skyscanner. This is according to research by MaxContact, which examined the contact options at 50 of the most popular online brands in the United Kingdom.
Coolblue: average waiting time 11 minutes – The Consumers' Association says it is getting more and more questions about waiting times at the customer service of companies. In addition to requesting the experiences with the telephone accessibility of companies from its own panel (7000 members), the union also conducted its own research among the 20 largest (web) shops and parcel deliverers.
Research internet providers 2021: helpdesk Delta the shortest waiting time ProviderCheck.nl, an independent online comparator of internet subscriptions, has been conducting annual field research into the accessibility of internet providers in the Netherlands since 2018. This shows that as a consumer you are currently helped the fastest by Delta, while your patience is tested the most at Budget Alles-in-1.
Accessibility of organizations in the news
Fire in Almere data center affects accessibility – A fire in a data center has led to connectivity problems for Dutch organizations including Ziggo, the Chamber of Commerce, Unica ICT Solutions, and Infomedics.
“Bunq telephone accessibility problematic in cases of fraud” Customers who report financial damage as a result of helpdesk fraud would not receive personal contact but an automated message.
KSF about Kassa broadcast: "Be clear and transparent about your accessibility" The KSF states that the majority of customers who contact customer service “are answered within a reasonable time.”
Complaints about accessibility of insurers are peaking – The Belgian ombudsman for the insurance sector, Laurent de Barsy, is receiving more and more complaints about the inaccessibility of insurers and brokers. In 2022 there were 2.327.
Accessibility Bunq falls short Consumer program Kassa concludes based on its own research that the accessibility of internet bank Bunq is inadequate; especially for customers who want to report money being siphoned off by helpdesk fraudsters.
Phone number is missing from 12 of the 100 largest webshops – Twelve of the hundred largest Dutch webshops do not offer the possibility to contact customer service by telephone via the site.
Again parliamentary questions about the accessibility of energy companies Again parliamentary questions about the accessibility of energy companies, because they would ignore the legal rules for accessibility.
Complaints about accessibility and information provision by DUO – Students complain a lot about the Education Executive Agency (DUO). In less than a week, the National Student Union (LSVb) received more than a hundred complaints about DUO, the government's executive organization that provides loans to students, among other things.
Police accessibility improved Last year, the police were much more accessible by telephone than in previous years. This is evident from the annual figures of the regional service centers (RSC). Police officers answered 81 percent of calls to 0900-8844 within 20 seconds.
Accessibility of the Tax and Customs Administration is deteriorating Compared to three years ago, more than a quarter of tax service providers believe that their working relationship with the Tax and Customs Administration has deteriorated. This has emerged from research by the Dutch Association of Tax Advisers (NOB) and the Register of Tax Advisers (RB) among 3.000 members.
CBR: accessibility of 'medical' Customer Service improved – Since March 2019, the accessibility of the CBR customer service has improved again for customers with questions about their health declaration. This is stated by the CBR in an announcement on its own website. Earlier, RTL News reported on persistent problems, after National Ombudsman Reinier van Zutphen said that 'the basis is not in order' at the CBR.
Contact centers in heavy weather and looking for flexibility – On December 15, 2022, 14 WFM specialists from different organizations participated in SUSA's seventh Courtyard. On the agenda: the costs of flexibility, the impact of a downward spiral, cooperation with the back office, the problem of capital destruction when scaling down and the cooperation between WFM and the business controller.
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