FCAC’s 2007 Evaluation of Consumer Contact Centre

Overall Results - Client Relationship

Overall, the access to the service and the quality of the service appear to be quite good.

• Calls were answered within 20 seconds, 84 percent of the time;
  
  
• On the whole, the agents interacted in a polite manner with clients and generally used plain language that was easy to understand by callers. The agents:
  
  
  • Were very courteous and respectful (88 percent of calls rated a 4 or 5, where 5 is considered excellent and 1 is considered poor);
    
    
  • Were very easy to understand (97 percent);
    
    
  • Took the time to listen (74 percent).
    
    
• Two other results concerning the service were at a fair level. The callers felt that the agents:
  
  
  • made sure the callers got what they needed (61 percent achieved a rating of 4 or 5, where 5 is considered excellent and 1 is considered poor);
    
    
  • went the extra mile to provide them with the information (47 percent)².
    
    

Depending on the scenario tested, the quality and quantity of information that was provided to consumers varied. Based on the information that had been identified as what was required information to be provided to callers, provided by FCAC, the callers mainly received accurate information, but it was not always complete.

• FCAC had also identified actions that the CCC agents should take such as referring consumers to FCAC's Web site or offering to send an FCAC publication. These actions were taken some of the time.
  
  

The service offered by the CCC call centre could be more systematic in providing the information concerning FCAC's role and by promoting FCAC's website.

2. "Going the extra mile" is not a measure of the clients satisfaction. Rather, it is a qualitative evaluation provided by the caller on his/her impression that the agent did more than what could normally be expected from the agent, providing more than standard information. As an indication of the clients satisfaction, please refer to the  FCAC Consumer Contact Centre Client Survey conducted in 2003, which stated that 88% of consumers agreed that the staff who served them did an excellent job.

This report was commissioned by FCAC