Interventions in Committee
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Michelle Lattimore
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Michelle Lattimore
2016-12-08 16:46
Our greatest concern at the call centre is really to ensure that the individuals who call have the right to access the information in their file. We're doing the work that we need to do to ensure that privacy is respected and that we're speaking to the right individual. Assuming that we're speaking to the right individual, there's a limited amount of information that we wouldn't be able to provide to a client. One of the things we have recognized is that there can be inconsistency—and I think this is a reflection of training, which we've been working on with call centre agents—in what one agent versus another may provide. That's something we're addressing very carefully as we move forward.
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