Interventions in Committee
 
 
 
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David Nurse
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David Nurse
2016-12-13 16:58
Sure. I think it's a matter of training and a matter of the instructions that are given to the front-line staff. I think they are doing their best, and I think sometimes we get absolutely fantastic service from ESDC or IRCC, but often we don't. I honestly believe it comes down to training and the expectations that are given to staff for what their deliverables are. Is it to get off the phone as fast as possible, or is it something else?
When Mr. Orr was here, and I listened to that. I think he did talk about changing the script and the tone. I think those things would make a dramatic difference. I don't run a call centre, but you have a policy manual, and people have a script as to how they interact and how they enter those conversations and navigate people.
I don't think there's a huge performance gap with the staff—
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