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View Alexander Nuttall Profile
There is only one perspective that matters here. That is the perspective of the people we're serving. Those are the people who are calling in. Those are the callers. From the callers' perspective, it's a 36% rate. From your department's perspective, it's a 90% rate. That is a huge variance. That actually is the best example of the culture issues that are so obviously existing. I don't think there's a member around this table right now who is thinking, “Yeah, we don't really have culture issues; we need a little bit more transparency and maybe we need to train some people better and get some better technology, and CRA is off to the races”.
I don't think that is a thing. That's the message I'm hearing, and I don't think that's a thing that exists around this table. I think you need to go back. I want to know who came up with the system to say that over half the callers aren't actually callers. I want to know who came out with these results, because they just don't make sense.
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