Review of Consumer Contact Centre Activities and Processes (Framework) - March, 2008
Management Response
Strengthen the MOU with annexes
The development of a revised comprehensive MOU is underway that includes this review’s recommended improvements. FCAC, in cooperation with CDIC, will update / amend the MOU through annexes to set out clear terms and conditions under which CDIC agrees to operate and provide ongoing services to FCAC as well FCAC’s oversight and support activities.
Monitor the level of oversight and support
Through in-person visits, phone calls and e-mail communications FCAC has ongoing communications with the Consumer Contact Centre to ensure timely access of Inquiries Officers to FCAC and FCAC provides direct feedback to Consumer Contact Centre and Inquiries Officers. Reporting on the Consumer Contact Centre operations will include progress reporting on implementation of planned improvements as well the adequacy of FCAC oversight and support for the centre.
Updating information and reporting requirements
Through the new Bell ICE, the information and reporting capabilities has been improved significantly with enhanced weekly reports and access to information on Bell ICE on demand. In addition, FCAC is currently exploring the possibility of implementation of a new tool to monitor consumer satisfaction with the Consumer Contact Centre services.
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