I can't imagine doing what you're doing and not getting reimbursed for my time, whether or not I'm taking calls the entire time. Your time is valuable and should be compensated for. I work for a call...
I work for a 24-hour nurseline. Our QA standards allow for about 4 calls an hour. We don't really have an expected number of calls, more a time standard of a total of 13 minutes, including chart...