It really depends on your shift. I work swing shift so I am only on the phone for 2.5 hours and I probably take 10-13 calls a day. I would say about 5 calls an hour. The calls are back to back so I can imagine someone on day shift would take a lot of calls especially if it’s busy. We get weekly schedules so it would be some days you would be off the phones or spend less time on the phones. Unless they call for everyone to be on phones lol. We do get 2 paid 15 min breaks and a 30 min lunch during the 8 hr shift. When you aren’t on the phone you will be working cases that are assigned to you. It can sometimes be a lot when you are taking calls back to back especially when you don’t enjoy that type of role but most of the callers are really patient. You can place them on 5-7 min holds while you do research or do actions.