Interventions in Committee
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View Jenny Kwan Profile
View Jenny Kwan Profile
2016-12-08 16:46
If training is the issue, then I would get on to that forthwith, because we do often get information and complaints back at our office about people not being able to get information. There have been times in our own office when we have phoned in and have experienced delays as well, or they haven't provided us the information and we have had to phone back and they've said that they'll get back to us, and on and on it has gone.
Imagine what that would be like if someone phoned in and the information was right there and because of your digital system you could actually tell them that they were not required to contact us again to provide that information, to add that extra step. Often when they provide us the information, there's something else missing and then we have to phone back to get the information, and on and on the cycle goes. If they could get that information forthwith right on the first call, it would make life so much easier for everybody. If training is the issue, I would really urge you to make that your first priority, to get everybody up to speed to make sure they provide that information accordingly.
I also want to ask about quality control. Every phone call is recorded, so how do you do the quality control? How often do you do it, so that you can sort of figure out where the situation is going awry?
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