Interventions in Committee
 
 
 
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Michelle Lattimore
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Michelle Lattimore
2016-12-08 16:41
Absolutely, Madam Vice-Chair, we can provide information around quality assurance with our agents at the call centre.
As Mr. Orr mentioned, we do record 100% of the calls, and we are able to track not only the sort of quantitative pieces of that, but we are also able to provide agents with feedback on the tone that they use with callers, and their capacity to provide helpful and respectful advice.
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