Clients will be able to gain access to locked accounts/forgotten account info without contacting the CRA, among other things.
Thanks very much for reference.
I am underwhelmed by the GoC and CRA calls answered calls goal. I
To the best of my recollection during the period of Nov 2007 to May 2008 at the Calgary Individual enquiry call centre line we had the following mandate:
For callers
Answered calls @ 98%
Average time on hold @ 3 minutes
For agents:
Average call duration at 3 minutes or less. Our mandate was to respond as quickly as we could with the minimum allowable information per our call script. When calls were on hold for too long the telephony manager had the ability to clear/ dump the calls on hold to improve our stats. In my opinion, there have to be richer, deeper, and broader suites of self serve options to bypass the need for calls. In addition, CRA needs to provide better workflows, templates, and systems available to CRA employees, taxpayers,taxpreparers for the forwarding of uploaded and written enquiries, requests, and rulings.
Well, perhaps by the end of the year, IF THEY KEEP ON IMPROVING, we may have calls answered!
When I worked at PubInfo in the 1970s we didn’t have a “script”. We answered, we listened, we responded and….when a caller needed specific peersonal tax-related info, it was forwarded to a second team in PubInfo for a callback…the returns were of course not automated so needed to be picked from Taxroll and send down to the PubInfo group. We didn’t have a “time mandate” either. And EVERYBODY got through. And we all had a pretty good grasp on basics in the ITA, and then some.
3 minutes? They can barely get ID done in 3 minutes now.
Answers? You’re lucky if they know what the ITA actually…is.
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Not kidding. Our target call time was 3 to 5 min on average. Those who did that were lauded and promoted. Those who did not were “corrected”. I was constantly under scrutiny and the recipient of “corrections” for digging into what the client needed to know and finding a way to get them the answer. I had worked as a professional tax preparer from 2000 onwards having prepared, reviewed, efiled, adjusted, and defended in tax review and tax audit first hundreds and then thousands T1’s each season. So, unlike most of my training year who had zero tax knowledge, I had a point of view of the client’s real request and what documents they would need or what tax rule they needed to follow. We were supposed to follow the script tightly by responding to the exact wording of the client’s question. So, yes, this was somewhat absurd.
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