FCAC’s 2007 Evaluation of Consumer Contact Centre

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In 2007, FCAC conducted an exercise to evaluate the quality of service and information provided by staff of its Consumer Contact Centre on a variety of topics. The results will be used to monitor key performance indicators related to the CCC and to ensure targeted training of CCC staff.

This report was commissioned by FCAC

Table of Contents

Background

Purpose

Methodology

• Number and Distribution of calls
  
  
• Scenarios
  
  
• Evaluation Grid
  
  
• Team of Mystery Callers
  
  
• Data Collection
  
  
• Data Processing and Analysis
  
  

Overall Results

• Client Relationship
  
  
• Information Provided and Actions Taken