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Add a filter on Committee Evidence - PACP-82
Committee Evidence - PACP-82
2017-11-30
Chandra Arya - 9:28
Bob Hamilton
2017-11-30 9:28
...More
I want to say that I am actually very proud of the people who work on our systems, and I think they're doing the best job they can with the technology they have. They've actually shown some innovation and a lot of integrity here.
We're going to give them the tools they want. On the reporting side, in the past we have focused our reporting on meeting the “80% within two minutes” objective. We are now broadening that out to, I think, provide a more comprehensive view of what's going on.
As I said earlier—
...Less
Call centres
Canada Revenue Agency
Chain of command
Report 2, Call Centres - Canada Revenue ...
Service delivery
Statistics
Chandra Arya - 9:29
Chandra Arya - 9:29
Bob Hamilton
2017-11-30 9:29
...More
Right. We have focused on the 80% within two minutes. We are now going to provide more comprehensive reporting. In the departmental results report, we started to report on the more complete picture. Yes, there is that. If you get through, it's within two minutes, but we know that there are people who are not getting through. We want to report on that and we want to make progress on all of those fronts.
For example, that's one of the reasons why we experimented with increasing the wait time to see if we could change that, because it is a choice that has to be made in terms of how many people can come through and how quickly they can be served, until we get the new technology, which will allow us to provide wait times to people, and they can choose whether they'd like to wait.
...Less
Call centres
Canada Revenue Agency
Report 2, Call Centres - Canada Revenue ...
Service delivery
Statistics
Chandra Arya - 9:30
Gérard Deltell - 9:33
Bob Hamilton
2017-11-30 9:33
...More
I will not comment on that 84%.
Overall, we have to improve the training for agents and make sure that the answers provided to taxpayers are accurate.
Also, we have to continually improve the agency's services.
...Less
Call centres
Canada Revenue Agency
Report 2, Call Centres - Canada Revenue ...
Service delivery
Statistics
Gérard Deltell - 9:34
Gérard Deltell - 9:35
Bob Hamilton
2017-11-30 9:35
...More
Once again, that 84% pertains to a question in a survey.
I said we have to improve the situation. Overall, we have to provide accurate information to Canadians. We will take measures to improve through technology and training, and find out what exactly the problem is. We will be able to receive calls, better understand the source of the problems, and correct them. That is my commitment in this regard.
That is my answer.
...Less
Call centres
Canada Revenue Agency
Report 2, Call Centres - Canada Revenue ...
Service delivery
Statistics
Gérard Deltell - 9:36
David Christopherson - 9:57
Bob Hamilton
2017-11-30 9:57
...More
I would just say that more information can be better, typically, and if we could typically report.... We answered calls within two minutes 80% of the time. That doesn't say anything about how many people didn't get through, so I would call that inadequate information. It's not misleading. It's not inaccurate, but it doesn't tell a part of the story that would be of interest to Canadians.
...Less
Call centres
Canada Revenue Agency
Report 2, Call Centres - Canada Revenue ...
Service delivery
Statistics
David Christopherson - 9:58
Alexander Nuttall - 10:21
Bob Hamilton
2017-11-30 10:22
...More
I think, Mr. Chair, this goes back to my earlier point. One can construct different measures of how one is doing. Again, the 80% in two minutes is one measure. What I prefer, and my commitment, is to make sure we're presenting the total picture. We can talk.... I'll let Frank speak a little bit about the potential, I think, of 87% or 90%, which could be caller acceptance—
...Less
Call centres
Canada Revenue Agency
Information dissemination
Report 2, Call Centres - Canada Revenue ...
Service delivery
Statistics
Alexander Nuttall - 10:22
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