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2021-05-05 [p.898]
Q-558 — Mr. Mazier (Dauphin—Swan River—Neepawa) — With regard to the Canada Revenue Agency (CRA), since January 2020, broken down by month: (a) how many phone calls did the CRA receive from the general public; (b) what was the average wait time for an individual who contacted the CRA by phone before first making a direct contact with an employee; (c) what was the average wait or hold time after first being directly connected with an employee; (d) what was the average duration of total call time, including the time waiting or on hold, for an individual who contacted the CRA by phone; and (e) how many documented server, website, portal or system errors occurred on the CRA website? — Sessional Paper No. 8555-432-558.
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.
2021-04-26 [p.826]
Q-508 — Mr. Mazier (Dauphin—Swan River—Neepawa) — With regard to Service Canada, since January 2020, and broken down by month: (a) how many calls did Service Canada receive from the general public via phone; (b) what was the average wait time for an individual who contacted Service Canada via phone before first making contact with a live employee; (c) what was the average wait or on hold time after first being connected with a live employee; (d) what was the average duration of total call time, including all waiting times, for an individual who contacted Service Canada via phone; and (e) how many documented server, website, portal or system errors occurred on the Service Canada website? — Sessional Paper No. 8555-432-508.
2021-04-26 [p.828]
Q-517 — Mr. Epp (Chatham-Kent—Leamington) — With regard to the Canada Revenue Agency (CRA), since January 1, 2019: (a) what was the call volume, broken down by month and by type of caller (personal, business, professional accountant, etc.); and (b) what was the (i) average, (ii) median length of time callers spent on hold or waiting to talk to the CRA, broken down by month and type of caller? — Sessional Paper No. 8555-432-517.
2020-12-07 [p.370]
Q-158 — Mr. Kelly (Calgary Rocky Ridge) — With regard to the Canada Emergency Business Account program: (a) how many calls have the call centres received on each day of the program’s operation; (b) of the calls in (a), how many did the call centre respond to and how many were missed or unable to connect to an employee; (c) what is the average number of calls to the call centres per successful applicant before its application was approved; and (d) do any of the call centres employees possess experience or training in the business operations and requirements of farms? — Sessional Paper No. 8555-432-158.
2020-05-25 [p.442]
Q-392 — Mr. Green (Hamilton Centre) — With regard to the call centres of the Canada Revenue Agency (CRA), for the fiscal years 2017-18 and 2018-19, broken down by business and by individual: (a) what is the number of calls received by the CRA; (b) what is the number of calls that were neither answered by an agent nor transferred to the automated self-service system; (c) what is the number of calls received by the automated self-service system; (d) what is the number of calls answered by an agent; (e) what is the number of calls not answered, broken down by (i) the number of callers who did not choose to use self-service through the automated service, (ii) the number of callers who got a busy signal; (f) what is the average time spent waiting to speak to an agent; (g) what is the change in the number of agents, broken down by (i) month, (ii) call centre; (h) what is the error rate for call centre agents, broken down by (i) National Quality and Accuracy Learning Program, (ii) Audit, Evaluation and Risk Branch; and (i) what is the number of call centres that have completed the transition to the new telephony platform as part of the Government of Canada Contact Centre Transformation Initiative? — Sessional Paper No. 8555-431-392.
2020-04-20 [p.399]
Q-370 — Mr. Blaikie (Elmwood—Transcona) — With regard to call centres across the government, broken down by fiscal year from 2011-12 to 2018-19, by department and by 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 allocated; (d) how many calls couId 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 referred 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. 8555-431-370.
2020-04-11 [p.365]
Q-340 — Ms. Gazan (Winnipeg Centre) — With regard to the Employment Insurance, Canada Pension Plan and Old Age Security program call centers, broken down by fiscal year and by call center for each fiscal year between 2011-12 and 2018-19: (a) what is the annual allocated funding; (b) how many full-time call agents have been allocated; (c) how many calls could not be routed to a call agent; (d) what is the speed target set by the department; (e) what is the actual performance against the speed target; (f) what is the average waiting time before speaking to an agent; (g) what is the call volume threshold established by the department beyond which callers are diverted to the automated system; (h) what is the error rate of the information transmitted by the call agents to the callers; and (i) what is the method used by the department to assess the error rate of the information transmitted by the call agents to the callers? — Sessional Paper No. 8555-431-340.
2020-01-27 [p.82]
Q-47 — Mr. Morantz (Charleswood—St. James—Assiniboia—Headingley) — With regard to Section 2.33 of the Fall 2017 Report of the Auditor General of Canada which states in reference to the Canada Revenue Agency (CRA) that “They gave us wrong information almost 30 per cent of the time”: (a) what specific action has CRA taken since the publication of the report to stop the dissemination or wrong information; and (b) what are the latest available statistics regarding how often CRA disseminates wrong information? — Sessional Paper No. 8555-431-47.
2020-01-27 [p.106]
Q-211 — Mr. Morantz (Charleswood—St. James—Assiniboia—Headingley) — With regard to the Canada Revenue Agency (CRA): (a) what are all of the current 1-800 telephone numbers that Canadians can use to call the CRA; (b) for each 1-800 telephone number, which taxpayers are intended to use each telephone number and which specific services are available; (c) broken down by month, since January 1, 2018, how many telephone calls have been received by each telephone number; and (d) broken down by month, since January 2018, what was the average wait time or time on hold for callers to each telephone number? — Sessional Paper No. 8555-431-211.
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