APRIL 25, 2002

Impact of a call centre script

At the end of 2000, the Canadian Passport Office wanted to improve its telephone service. Circum Network was asked to study the impact on client satisfaction of modifying the call centre automated script. The research report indicates that the change had minimal effects on client satisfaction but could translate into significant additional costs for the Office.

This report is part of a collection of Passport Office reports which is growing steadily.

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