I think we should still acknowledge that improvements have been made since 2017, such as the fact that callers can know where they are in the queue. Even if, during my audit, that information was not always accurate, people could still choose to use self-service options or to stay on the line, which is better than the situation was in 2017. In addition, answers to certain questions have improved. However, the answers to basic and general questions about taxation are not yet accurate. In my opinion, the cause of this problem is a lack of tools and a lack of emphasis on the importance of providing accurate and comprehensive answers. It comes from the agency's culture and from how agents are evaluated.
