Q-340 , 43rd Parliament, 1st session December 5, 2019, to August 18, 2020

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?