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CRA call centres getting better

CRA call centres getting better

CRA call centres getting better, but still a ways to go

Source: Investor Executive
Author: Jamie Golombek

The federal tax agency is making the transition to a new telephone system that will connect callers with agents more efficiently

Do your clients ever complain to you about their frustrations in trying to reach the Canada Revenue Agency (CRA) by telephone? Perhaps they’re calling to find out the contribution room available in their RRSPs or TFSAs. Well, you can reassure them that they’re not alone and, more importantly, this service is improving.

According to the CRA, this past tax-filing season, 74% of calls made to the CRA’s individual tax enquiries phone lines were answered (45% by an agent and 29% by automated service) compared with 37% for the 2015 tax-filing season (30% by an agent and 7% by automated service). More callers can now wait in queue, which has reduced the number of call attempts needed to reach an agent to an average of 2.1 in 2017-18 from an average of 3.3 attempts in 2015-16. Although this is certainly an improvement, the CRA says “it will continue working to further meet the evolving expectations of Canadians.”

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