With regard to call centres across the government, from fiscal year 2019-20 to date, broken down by fiscal year, department and call centre: (a) what is the rate of inaccurate information provided by call agents; (b) what is the annual funding allocated; (c) how many full-time call agents have been assigned; (d) how many calls could not be directed to a call agent; (e) what is the wait time target set; (f) what is the actual performance against the wait time target; (g) what is the average wait time to speak to a call agent; (h) what is the established call volume threshold above which callers are directed to the automated system; and (i) what is the method used to test the accuracy of responses given by call agents to callers?
In the House of Commons on April 26th, 2021. See this statement in context.