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Federal call centres dropped more than 3 million calls last year

Employment Insurance call centres routinely fail to meet standards on timely responses to callers

CBC News

Service Canada's call centre agents answer only about half the telephone calls made by people with questions about Employment Insurance (EI), a CBC News investigation shows.

The rest of the calls are lost because the system is overloaded, or because callers hang up after being put on hold.

That lacklustre performance — during the relatively slow post-2016 period, when EI claims were falling sharply across Canada — is weaker even than the results Service Canada says it has achieved.

And it comes de…

Continued...

Read the full story on the CBC website

Federal call centres dropped more than 3 million calls last year

SOURCE www.cbc.ca

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