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2020-05-25 [p.442]
Q-392 — Mr. Green (Hamilton Centre) — With regard to the call centres of the Canada Revenue Agency (CRA), for the fiscal years 2017-18 and 2018-19, broken down by business and by individual: (a) what is the number of calls received by the CRA; (b) what is the number of calls that were neither answered by an agent nor transferred to the automated self-service system; (c) what is the number of calls received by the automated self-service system; (d) what is the number of calls answered by an agent; (e) what is the number of calls not answered, broken down by (i) the number of callers who did not choose to use self-service through the automated service, (ii) the number of callers who got a busy signal; (f) what is the average time spent waiting to speak to an agent; (g) what is the change in the number of agents, broken down by (i) month, (ii) call centre; (h) what is the error rate for call centre agents, broken down by (i) National Quality and Accuracy Learning Program, (ii) Audit, Evaluation and Risk Branch; and (i) what is the number of call centres that have completed the transition to the new telephony platform as part of the Government of Canada Contact Centre Transformation Initiative? — Sessional Paper No. 8555-431-392.
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