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Service Canada Call Centre Report CardCFIB EVALUATES SERVICE CANADA’S SERVICE TO SMALL BUSINESS
January 2019
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
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
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
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
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
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
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
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
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
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
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
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
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
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:
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 (%)
© Canadian Federation of Independent Business, 2019
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