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A senior CRA official told MPs the agency is looking to roll out more ‘senior and standardized’ training and introduce ‘automation’ to improve the accuracy of CRA agents’ advice.
Auditor General Karen Hogan’s report said most callers waited an average of 31 minutes, with just 18 per cent of calls meeting the CRA service standard of within 15 minutes.
The Canada Revenue Agency says it has improved call centre delays and is on track to meet a December targets set by the federal Minister of Finance.
The measures will be rolled out in the upcoming federal budget, scheduled to be tabled on November 4, Prime Minister Mark Carney said.
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The “Canada on Hold” campaign was launched last month with a focus on CRA call centres but has now been expanded to draw attention to staffing cuts across the agency.
The “Canada on Hold” campaign was launched last month with a focus on CRA call centres but has now been expanded to draw attention to staffing cuts across the agency.