With regard to the call centres of the Canada Revenue Agency (CRA), for the fiscal years 2017-18 and 2018-19, broken down by business and by individual: (a) what is the number of calls received by the CRA; (b) what is the number of calls that were neither answered by an agent nor transferred to the automated self-service system; (c) what is the number of calls received by the automated self-service system; (d) what is the number of calls answered by an agent; (e) what is the number of calls not answered, broken down by (i) the number of callers who did not choose to use self-service through the automated service, (ii) the number of callers who got a busy signal; (f) what is the average time spent waiting to speak to an agent; (g) what is the change in the number of agents, broken down by (i) month, (ii) call centre; (h) what is the error rate for call centre agents, broken down by (i) National Quality and Accuracy Learning Program, (ii) Audit, Evaluation and Risk Branch; and (j) what is the number of call centres that have completed the transition to the new telephony platform as part of the Government of Canada Contact Centre Transformation Initiative?
In the House of Commons on May 25th, 2020. See this statement in context.