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2021-04-26 [p.825]
Q-505 — Mr. Blaikie (Elmwood—Transcona) — With regard to call centres across the government, from fiscal year 2019-20 to date, broken down by fiscal year, department and call centre: (a) what is the rate of inaccurate information provided by call agents; (b) what is the annual funding allocated; (c) how many full-time call agents have been assigned; (d) how many calls could not be directed to a call agent; (e) what is the wait time target set; (f) what is the actual performance against the wait time target; (g) what is the average wait time to speak to a call agent; (h) what is the established call volume threshold above which callers are directed to the automated system; and (i) what is the method used to test the accuracy of responses given by call agents to callers? — Sessional Paper No. 8555-432-505.
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