Basically the first recommendation is that some departments, including Employment and Social Development Canada, should review how they manage incoming calls to improve access to agents. They should consider practices such as allowing callers to decide if they prefer to wait, use cell service options or have the call centre call them back later.
The second one, again going to the department and other departments as well, is that they should set call service standards that are relevant to clients and consider client feedback as per Treasury Board guidelines on service, and that they should publish call centre standards and performance results in a transparent and consistent manner and verify the results to confirm accuracy.