Interventions in Committee
 
 
 
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Robert Orr
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Robert Orr
2016-12-08 16:39
I'll let Ms. Lattimore speak about the call centre in a little more detail, but I think we have made major changes there since August, and they're starting to pay off. They're not for all lines of business. We started off with the family class and the success there is being rolled out to other areas, but a couple of things are happening. One is the change in the attitude, which I suppose is the best way to put it. Giving a bit more scope for our agents to respond to things has, I think, helped our clients dramatically. It's also helped morale within the office itself, and then—
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