It applies to calls going through to an agent, to a person.
So to back up, we have well over 16 million calls being dealt with through an interactive voice response system...people who are getting the answers to their questions--
On November 24th, 2011. See this statement in context.
November 24th, 2011 / 4:20 p.m.
Senior Associate Deputy Minister, chief operating officer, Service Canada, Department of Human Resources and Skills Development
It applies to calls going through to an agent, to a person.
So to back up, we have well over 16 million calls being dealt with through an interactive voice response system...people who are getting the answers to their questions--
See context to find out what was said next.