Business Enquiries: Call Centre Training
-- To further improve the quality and consistency of responses, the CRA is modernizing its Business Enquiries Training Program. This involves re- developing over 60 training products, to make them more engaging, interactive, and skills-based.-- Course material is directly linked with references and external Web site information so that agents and callers can literally be on the same page when discussing technical questions.-- Before they finish their training, call centre trainees practise their newly acquired skills in a classroom setting that simulates the work environment. Once they complete the course, their performance is regularly monitored to identify further training and coaching needs.-- For certain low-frequency, highly specialized enquiries, calls can be referred to a specialist on that topic. CRA call centre agents frequently refer more complex technical enquiries to audit specialists or to our rulings programs for income tax or GST/HST. This "centre of expertise" approach has resulted in higher accuracy and better service to taxpayers.
Reducing red tape
-- Of course, telephone is not the only way to interact with Canadians. More and more business is being conducted online, and Canadians expect government to be there to serve them. The CRA is constantly improving its electronic services to keep up with the times.-- Last January, the CRA created a new, single landing page for businesses on its Web site, bringing all of its online services for businesses together in one convenient spot. A menu of activities in plain language links directly to specific services built with business needs in mind- such as "make a payment," "register a new business," and "calculate payroll deductions."-- Also, for the last year, businesses have been able to electronically file up to 100 information returns in a single submission using the CRA's Web Forms application.-- Since April, they have been able to ask the CRA tax-related questions about their accounts online, and get written answers to their enquiries through My Business Account.-- These more responsive electronic services make it faster and easier for taxpayers to do business with government.
CONCLUSION
-- In today's uncertain economic climate, our Government is more determined than ever to provide services to Canadians in the most streamlined, cost-effective, and timely manner possible.-- In this regard, CRA's success in cutting red tape for business was recently reflected in the Price Waterhouse Coopers Report entitled Paying Taxes 2013: Canada and the Globe, in which PWC ranked Canada 8th out of 185 world economies for ease of paying tax.-- We have a solid record of service improvements: as technology progresses, we adopt it; as training methods get more sophisticated, we implement them; and as the service needs and expectations of Canadians evolve, we do our best to meet them. Our new agent greeting policy, investments in call centre training, and achievements in cutting red tape are just a few examples of our ongoing efforts to serve you better.-- We want to make it easier for you to focus on what you do best: running a business, creating jobs, and generating growth in the economy.-- Thank you for joining me today, and I wish you much success in all your business endeavours.
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Contacts:
Noel Carisse
Media Relations
Canada Revenue Agency
613-952-9184
