Interventions in Committee
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Robert Orr
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Robert Orr
2016-12-08 16:40
First of all, we're looking at the number of calls they're handling and at how long they're handling them. All case calls are taped so we can do a playback on them. We do quality assurance on all calls that come into the call centre and so on. I think there are very stringent controls on the agents and what's going on there.
Ms. Lattimore can speak to that more, but—
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