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CRA still missing targets for call wait times, despite $400-million boost in funding

Summary by Ground News
The Canada Revenue Agency (CRA) is missing its service standard targets. The average wait time to reach an agent on the phone so far this year is 24 minutes. A federal audit conducted for the year between March 2016 and March 2017 found that call centre agents answered the phone only about one-third of the time.

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CRA still missing targets for call wait times, despite $400-million boost in funding

As of the end of July, the Canada Revenue Agency's call centres were hitting their target of getting to a caller within 15 minutes or less only 31 per cent of the time, despite $400 million in federal funding to improve wait times.

·Canada
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CTV News broke the news in Canada on Saturday, August 26, 2023.
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