Update on the CRA’s Action Plan to Improve Call Centre Services, Part 2

Update on the CRA’s Action Plan to Improve Call Centre Services, Part 2
On our last blog, we shared a bit of background on the Auditor General’s report stating that the CRA’s call centres did not provide taxpayers with timely access to call centre agents as well as some of the steps taken by the CRA to respond to this report.

On this blog, we’ll take a look at the other measures that the CRA has implemented in order to improve the call centre’s service and accessibility.
With previous investments from Budget 2016, the CRA has hired more agents to improve its telephone service and accessibility. Last year, the CRA had an average of 2,673 employees in its call centres compared to an average of 2,300 in 2014-2015.

Other steps taken to improve services and accessibility include the redesign of the CRA’s training program to better prepare newly hired agents, the creation of a new quality assurance team and the enhancement of the interactive voice response system in February 2018 that added a new feature allowing callers to confirm their account balance and last payment details without needing to speak to an agent.

In addition to this, more callers can now wait in queue. This has reduced the number of call attempts needed to reach an agent from an average of 3.3 in 2015-2016 to an average of 2.0 for 2017-2018.

In a recent news release, the CRA announced that this action plan has already started delivering the desired results. This tax filing season, 74% of calls made to the CRA’s individual tax enquiries were answered (45% by an agent and 29% by automated service) compared to only 37% for the 2015 tax filing season (30% by an agent and 7% by automated service).


This is a huge improvement but even the CRA admits that they have to continue to work to further meet the service standards that Canadians expect and deserve. We’ll keep you posted for any more updates!

Source: https://www.canada.ca/en/revenue-agency.html
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