CRA Call Centres Provided Incorrect Information 87% of the Time

Auditor General Karen Hogan’s report reveals ongoing issues with the Canada Revenue Agency’s call centres, with agents providing inaccurate information 87% of the time and Canadians waiting over 31 minutes on average to connect with them. Despite investments exceeding $400 million since a 2017 audit, the service quality has deteriorated, prompting Hogan to announce a separate audit of a problematic contract with IBM.

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