A by-the-numbers look at federal call centres that are being modernized
OTTAWA – The federal government is working on a complete overhaul of its call centre system, which handles queries from Canadians about taxes and benefits, and federal workers about their paycheques, for example.
Some facts and figures from internal Shared Services Canada presentations about the network being replaced:
500: Approximate number of federal call centres, as of November 2015
15,000: Approximate number of call centre agents as of November 2015
20: Different technologies at play in the federal call centre system
65: Percentage of call centre agents dedicated for Employment and Social Development Canada and Canada Revenue Agency
100 million: Calls per year the centres handles
$5 million: Estimated savings from call centre overhaul
$50 million: Guaranteed revenue to the company building the new system, IBM
30: Percentage of call centres set up to answer questions from federal workers
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