Interventions in Committee
 
 
 
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Loly Rico
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Loly Rico
2016-12-13 16:23
Yes, I think one of the elements is that first of all, the officers at the call centre should be nice and should have customer service training and be able to simplify. I know we are dealing with the law, but there is a way that we can understand and interpret the law and simplify the answers.
Also, facilitation is a challenge. We don't expect that in the call centre everybody will speak different languages, but right now we have a challenge that when they speak and we have an interpreter to help, they do not facilitate it. You need to use a representative and you need to fill out all those forms. That limits the access to the information for the client at the call centre, and sometimes it's frustrating for them.
If they simplify the English, it would be best. That's what we are recommending. Also, if they don't speak the client's language, they should focus on refugees and accept interpreters, because most of us in the community have interpretation, we have interpreters, and we can facilitate that communication.
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