Half of the 16 million Canadians who called government call centres did not get through
Out of the sixteen 1000000 Canadians who chosen authorities call centres to speak to an amanuensis in 2017-2018, half were unable to get through.
This statistic comes from a study recently released by the Role of the Accountant General of Canada. Accountant full general Sylvain Ricard curated the report.
Millions of callers who tried to attain the Employment Insurance, Canada Alimony Plan and One-time Age Security, and Immigration, Refugees and Citizenship Canada, were unable to contact an agent.
Callers were told to telephone call at a afterwards time, or were forwarded to a website or automatic arrangement.
Callers' needs not acknowledged
The auditor examined Veterans Affairs call centres and plant some issues. Although callers were able to get through, the wait times were not ideal.
The report also states that the call centres cancelled teletypewriter services. The centres did non notify or consult with veterans almost the counterfoil.
"We establish that Veterans Affairs Canada and Immigration, Refugees and Citizenship Canada did not ever consider the needs of their clients when making decisions nigh phone call centre services," the report reads.
The accountant likewise found that out of all of the departments examined, the Immigration, Refugees and Citizenship Canada department had the longest wait times. The section also did not have any wait fourth dimension targets.
Since the department did not accept whatsoever targets to run into, callers would non accept been aware of the level of service they could expect.
Call centres behind schedule for modernizing
The federal government introduced plans to modernize 221 centres 5 years ago. Since then, only viii centres have been fully modernized.
Plans to complete the modernization of the remaining 213 call centres have not been confirmed, according to the report.
Completing the process could have years, and could potentially crusade service disruptions and outages due to ageing systems.
The authorities also underestimated the cost and work required to undergo the process of modernization.
The full report tin can be found hither.
Image credit: YouTube (Screenshot)
Source: Office of the Auditor General of Canada Via: CBC
Source: https://mobilesyrup.com/2019/05/08/canadians-calls-to-government-centres/
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