Service Canada Call Centre Report Card

Transcription

1 Service Canada Call Centre Report Card CFIB EVALUATES SERVICE CANADA S SERVICE TO SMALL BUSINESS January 2019

2 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

3 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 Canadian Federation of Independent Business 2

4 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 Canadian Federation of Independent Business 3

5 The Report Card Issue Test Results Grade Connecting to an Agent Wait Time Accuracy of Information Accountability Agent Professionalism OVERALL GRADE Canadian Federation of Independent Business 4

6 Detailed Results grade of B- Connecting to an Agent Manufacturing Business Owner, B.C Figure 1 Ability to enter the call centre prompt system (% of calls) Both Centres Canada Employer Contact Centre Yes No Source: CFIB, Service Canada Mystery Shopper Survey, 2018, n=205 Canadian Federation of Independent Business 5

7 Figure 2 Ability to enter the call centre prompt system by language (% of calls to the Employer Contact Centre) English French Yes No Source: CFIB, Service Canada Mystery Shopper Survey, 2018, n=52 (calls made to the Employer Contact Centre) Wait Time Retail Business Owner, Yukon Accuracy of Information Canadian Federation of Independent Business 6

8 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) Total 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 Source: CFIB, Service Canada Mystery Shopper Survey, 2018, n=198 Notes: No answer refers to calls which were abandoned Canadian Federation of Independent Business 7

9 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) Scenario 1: LMIA Scenario 2: E-ROE Scenario 3: EI Scenario 4: ROE Scenario 5: TFW Complete Incorrect Referred to incorrect department Incomplete Referred to correct department for further information No Answer Source: CFIB, Service Canada Mystery Shopper Survey, 2018, n=198 Notes: No answer refers to calls which were abandoned Canadian Federation of Independent Business 8

10 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) O-Canada Scenario 1: LMIA Scenario 2: E-ROE Scenario 3: EI Scenario 4: ROE Scenario 5: TFW Employer Contact Centre Scenario 1: LMIA Scenario 2: E-ROE Scenario 3: EI Scenario 4: ROE Scenario 5: TFW Complete Incorrect Referred to incorrect department: please explain Incomplete Referred to correct department for further information No Answer Source: CFIB, Service Canada Mystery Shopper Survey, 2018, n=198 Notes: No answer refers to calls which were abandoned Canadian Federation of Independent Business 9

11 Figure 6 Did you have to prompt the agent to provide a web link? (% of calls) Total Canada Employer Contact Centre Yes No No answer 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 Canadian Federation of Independent Business 10

12 Professionalism Figure 7 How would you rate the level of professionalism of the agent? (% of calls) Both Lines O-Canada Employer Contact Centre Good Acceptable Poor No answer Source: CFIB, Service Canada Mystery Shopper Survey, 2018, n=198 Notes: No answer refers to calls which were abandoned Conclusion Tax and Accounting Professional, BC Canadian Federation of Independent Business 11

13 Recommendations 1. Improve staff training 2. Improve accessibility to Service Canada information Canadian Federation of Independent Business 12

14 3. Improve agent accountability 4. Better utilization of technology o o Methodology Canadian Federation of Independent Business 13

15 SCENARIO #1 SCENARIO #2: SCENARIO #3 SCENARIO #4: SCENARIO #5: Canadian Federation of Independent Business 14

16 six 11 Province Number Percentage (%) Canadian Federation of Independent Business 15

17 Canadian Federation of Independent Business, 2019