Service Canada Call Centre Report Card · The Service Canada call centres (1 800 O-Canada and the...
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Service Canada Call Centre Report CardCFIB EVALUATES SERVICE CANADA’S SERVICE TO SMALL BUSINESS
January 2019
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Service Canada Call Centre Report Card
CFIB Evaluates Service Canada’s Service to Small Business
Lashaunda Yates, Public Policy and Entrepreneurship Intern
© Canadian Federation of Independent Business, 2019
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Service Canada Call Centre Report Card – CFIB Evaluates Service Canada’s Service to Small Business
© Canadian Federation of Independent Business 2
Contents
Executive summary _____________________________________________________________ 3
Introduction ____________________________________________________________________ 3
The Report Card ________________________________________________________________ 4
Detailed Results _________________________________________________________________ 5
Connecting to an Agent ________________________________________________________________ 5
Wait Time ______________________________________________________________________________ 6
Accuracy of Information _______________________________________________________________ 6
Accountability Agent __________________________________________________________________ 10
Professionalism _______________________________________________________________________ 11
Conclusion _____________________________________________________________________ 11
Recommendations ______________________________________________________________ 12
Methodology ___________________________________________________________________ 13
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Service Canada Call Centre Report Card – CFIB Evaluates Service Canada’s Service to Small Business
© Canadian Federation of Independent Business 3
Executive summary
Service Canada provides a wide range of programs and services that many small business
owners use on a day-to-day basis. The Service Canada call centres (1 800 O-Canada and the
Employer Contact Centre) act as a single point of access to information on government services
and benefits. It is therefore important that the call centres provide a high level of customer
service to help small business owners use the programs and services correctly. This report
provides a glimpse into the level of service many small business owners experience when
calling the Service Canada call centres. Overall, CFIB assigns the Service Canada call centres
a grade of B-. Although the call centres’ agents demonstrated a high level of professionalism,
the accuracy of information and agent accountability were found to be areas in need of
improvement.
Introduction
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Service Canada Call Centre Report Card – CFIB Evaluates Service Canada’s Service to Small Business
© Canadian Federation of Independent Business 4
The Report Card
Issue Test Results Grade
Connecting to
an Agent
Wait Time
Accuracy of
Information
Accountability
Agent
Professionalism
OVERALL
GRADE
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Service Canada Call Centre Report Card – CFIB Evaluates Service Canada’s Service to Small Business
© Canadian Federation of Independent Business 5
Detailed Results
grade of B-
Connecting to an Agent
Figure 1
Ability to enter the call centre prompt system (% of calls)
Source: CFIB, Service Canada Mystery Shopper Survey, 2018, n=205
97 9892
3 28
Both Centres 1 800 0-Canada Employer Contact Centre
Yes No
Manufacturing Business Owner, B.C
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Service Canada Call Centre Report Card – CFIB Evaluates Service Canada’s Service to Small Business
© Canadian Federation of Independent Business 6
Figure 2
Ability to enter the call centre prompt system by language (% of calls to the Employer Contact Centre)
Source: CFIB, Service Canada Mystery Shopper Survey, 2018, n=52 (calls made to the Employer Contact Centre)
Wait Time
Accuracy of Information
97
83
3 17
English French
Yes No
Retail Business Owner, Yukon
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Service Canada Call Centre Report Card – CFIB Evaluates Service Canada’s Service to Small Business
© Canadian Federation of Independent Business 7
Figure 3
Was the answer provided complete, incomplete, correct, referred to the right department for further information or referred to an incorrect department? (% of calls)
Source: CFIB, Service Canada Mystery Shopper Survey, 2018, n=198
Notes: No answer refers to calls which were abandoned
34
29
50
17
18
15
7
4
17
34
39
19
7
9
1
1
Total
1-800-O-Canada
Employer Contact Centre
Complete
Incomplete (please explain)
Incorrect (please explain)
Referred to correct department for further information: please explain
Referred to an incorrect department: please explain
No answer
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Service Canada Call Centre Report Card – CFIB Evaluates Service Canada’s Service to Small Business
© Canadian Federation of Independent Business 8
Figure 4
Was the answer provided complete, incomplete, correct, referred to the right department for further information or referred to an incorrect department? By scenario (% of all calls)
Source: CFIB, Service Canada Mystery Shopper Survey, 2018, n=198
Notes: No answer refers to calls which were abandoned
46
37
55
10
23
5
49
13
3
15
7
8
10
10
20
5
21
77
49
29
2
4
3
Scenario 1: LMIA
Scenario 2: E-ROE
Scenario 3: EI
Scenario 4: ROE
Scenario 5: TFW
Complete Incomplete
Incorrect Referred to correct department for further information
Referred to incorrect department No Answer
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Service Canada Call Centre Report Card – CFIB Evaluates Service Canada’s Service to Small Business
© Canadian Federation of Independent Business 9
Figure 5
Was the answer provided complete, incomplete, correct, referred to the right department for further information or referred to an incorrect department? By line and scenario (% of all calls)
1 800 O-Canada
Employer Contact Centre
Source: CFIB, Service Canada Mystery Shopper Survey, 2018, n=198
Notes: No answer refers to calls which were abandoned
38
27
70
3
4
3
58
10
3
12
6
10
4
22
6
7
93
76
38
3
4
3
Scenario 1: LMIA
Scenario 2: E-ROE
Scenario 3: EI
Scenario 4: ROE
Scenario 5: TFW
78
75
33
57
11
13
25
21
13
44
21
11
75
22
Scenario 1: LMIA
Scenario 2: E-ROE
Scenario 3: EI
Scenario 4: ROE
Scenario 5: TFW
Complete Incomplete
Incorrect Referred to correct department for further information
Referred to incorrect department: please explain No Answer
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Service Canada Call Centre Report Card – CFIB Evaluates Service Canada’s Service to Small Business
© Canadian Federation of Independent Business 10
Figure 6
Did you have to prompt the agent to provide a web link? (% of calls)
Source: CFIB, Service Canada Mystery Shopper Survey, 2018, n=198
Notes: No answer refers to calls which were abandoned
Accountability Agent
1 CFIB, Insuring Employment: SME Perspectives on the Employment Insurance System, September 2016.
21
18
29
79
81
71
1
1
Total
1 800 0-Canada
Employer Contact Centre
Yes No No answer
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Service Canada Call Centre Report Card – CFIB Evaluates Service Canada’s Service to Small Business
© Canadian Federation of Independent Business 11
Professionalism
Figure 7
How would you rate the level of professionalism of the agent? (% of calls)
Source: CFIB, Service Canada Mystery Shopper Survey, 2018, n=198
Notes: No answer refers to calls which were abandoned
Conclusion
76
78
71
17
15
21
6
6
6
1
1
2
Both Lines
1 800 O-Canada
Employer Contact Centre
Good Acceptable Poor No answer
Tax and Accounting Professional, BC
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Service Canada Call Centre Report Card – CFIB Evaluates Service Canada’s Service to Small Business
© Canadian Federation of Independent Business 12
Recommendations
1. Improve staff training
2. Improve accessibility to Service Canada information
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Service Canada Call Centre Report Card – CFIB Evaluates Service Canada’s Service to Small Business
© Canadian Federation of Independent Business 13
3. Improve agent accountability
4. Better utilization of technology
o
o
Methodology
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Service Canada Call Centre Report Card – CFIB Evaluates Service Canada’s Service to Small Business
© Canadian Federation of Independent Business 14
SCENARIO #1
SCENARIO #2:
SCENARIO #3
SCENARIO #4:
SCENARIO #5:
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Service Canada Call Centre Report Card – CFIB Evaluates Service Canada’s Service to Small Business
© Canadian Federation of Independent Business 15
11
six
Province Number Percentage (%)
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© Canadian Federation of Independent Business, 2019