Q-370 , 43rd Parliament, 1st session December 5, 2019, to August 18, 2020

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?