Interventions in Committee
 
 
 
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View Dan Ruimy Profile
Lib. (BC)
Thank you for being here today.
Clearly, looking at the report, it's quite an eye-opener for a lot of folks.
I'm a numbers guy, and when I start looking at this, the first thing that comes to mind, knowing that this government has reinvested more money into call centres and hiring more people, is whether there has been an improvement from the last time a report like this was completed.
View Dan Ruimy Profile
Lib. (BC)
How do we know whether we're making progress on this? From the minister's numbers, the number of calls answered has increased by more than 850,000 since 2014, from 3.8 million to 4.6 million. I keep seeing that there's a number that's missing. There are about 13 million calls, I think, that are not being accounted for or weren't there. I'm trying to understand how these numbers all work together.
View Dan Ruimy Profile
Lib. (BC)
Are you suggesting that there have not been any service standards? The way you're saying it is like we have no service standards.
View Dan Ruimy Profile
Lib. (BC)
When was that determined? I'm struggling to understand why, all of a sudden, now we're talking about not having service standards when, to me, it's something that should have been in place many years ago.
View Dan Ruimy Profile
Lib. (BC)
Okay. It's a little frustrating because generally you compare where we were and where we are today. In order to get to where we want to go tomorrow, again, you have to be able to measure where you are. I'm just surprised that we don't have that.
I want to move to the digital aspect. I know that our government has been trying to digitize a lot of the services. Has any of that played into your report?
View Dan Ruimy Profile
Lib. (BC)
Okay. You also mentioned that eight call centres have been upgraded. Have you been able to determine whether there has been a marked improvement from those specific eight call centres, or have we not looked at that?
View Dan Ruimy Profile
Lib. (BC)
From what you've seen of those upgrades, would you feel that moving down the line they would produce better results?
View Dan Ruimy Profile
Lib. (BC)
Thank you again for staying.
I'm an operations guy. I've been in the restaurant world all my life and I've worked a lot with service standards and service times.
There are a couple things. We have to be careful, because government is not private. When you call a private call centre, it's to order something, it's to lodge a complaint, it's for a whole bunch of different reasons. When you're calling somebody about immigration, however, the standard for how long you're going to sit on that phone is going to be quite different from everybody else's.
My first question is, did you take into consideration the time spent...? There were four call centres, and they were all different. Did we look at what type of call centre it was? For immigration, was there a longer time that they were on the phone actually talking to the representative?
View Dan Ruimy Profile
Lib. (BC)
I agree. We've talked about benchmarks. That's important. I'm trying to get to what this benchmark is going to look like in the future. You mentioned dropped calls, for instance. How did you determine dropped calls? What's the definition of a dropped call?
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