In an important move, the Canada Revenue Agency (CRA) plans to recruit around 1,700 employees for its call centers in the coming months. This decision is aimed at managing the influx of calls expected during this year’s tax season.
Call Center Hiring Initiative
Melanie Serjak, the Assistant Deputy Commissioner at the CRA, addressed journalists on Wednesday, articulating the agency’s goal to raise its total number of agents to approximately 4,500. The expected demand for assistance during tax season is notably high, with the agency receiving over 300,000 calls daily during peak periods.
- Current employee count: Approximately 2,700
- Previous year’s peak: Roughly 3,300 employees
- Planned net increase: Over 1,000 additional call center employees
This recruitment effort aligns with the CRA’s annual strategy to bolster its workforce during high-demand periods.
Context of Recruitment
The CRA’s initiative comes at a time when various government departments are facing potential job reductions. Recently, the Public Service Alliance of Canada reported that 219 employees at Natural Resources Canada received notices regarding possible job cuts. Additional reports indicated similar notifications for about 200 employees at the Professional Institute of the Public Service of Canada.
The government’s overall objective includes reducing program expenditures and administrative costs by approximately CAD 60 billion over the next five years. This effort will involve restructuring operations and workforce adjustments to achieve a more sustainable public sector.
Call Volume Management
On September 2, Finance Minister François-Philippe Champagne set a 100-day deadline for the CRA to address existing call center delays, ending on December 11. During this timeframe, the CRA reported a significant improvement, with unique calls processed increasing from 35% to 70%, peaking at 92%.
Serjak emphasized that while the CRA aims to sustain a service level of 70%, achieving a perfect response rate remains unrealistic. Even with the additional agents, call volume will exceed service capabilities at times.
Enhancing Service Delivery
To address the challenges posed by high call volumes, the CRA is enhancing its digital self-service options. This initiative includes improving the capabilities of its AI-driven chat support, allowing it to resolve a wider range of inquiries effectively.
According to a report by Auditor General Karen Hogan, staffing at the CRA accurately answered only 17% of personal tax queries earlier this year. In contrast, information regarding corporate taxation and general benefits was correct in just over 54% of cases.
Despite these figures, the CRA asserts that it has analyzed over 100,000 call records this year, confirming that agents provided accurate information 92% of the time.
Future Plans
Wayne Long, Secretary of State for the CRA and Financial Institutions, recently indicated that the government is developing a comprehensive three to five-year plan for the agency. As the CRA completes its 100-day service improvement initiative, the focus will shift towards long-term service enhancements.
