Customer service issues at the Canada Revenue Agency’s Call Centers
Call center workers frustrated by their working conditions
The Union of Taxation Employees is not surprised by media reports concerning call centers at the CRA. Our union has been saying for years that the number of agents is insufficient to handle the volume of calls.
The Agency relies heavily on precarious employment at its call centers. These term employees are working without knowing whether they will still have a job tomorrow, in three months or in a year's time. This situation creates a lot of anxiety and uncertainty which in turn leads to higher level of staff turnover.
Please read the recent news release from the National Office of the Union of Taxation Employees.