Interventions in Committee
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Michelle Lattimore
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Michelle Lattimore
2016-12-08 15:54
I don't have information from analysis of the web forum. We can certainly look into that in more detail. Our understanding, from speaking with clients at the call centre, is certainly that they experience frustration sometimes in trying to get hold of an agent. Also, often, as I mentioned, about 50% of our clients were trying to access case status online and weren't able to get the information they wanted about their case from the agent.
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