Does CIC really need a Call Centre?

[whiz]

I tried calling CIC call centre few times. The moment I got hooked up with an agent, it was very obvious that the only objective of every agent I talked to is to end the call without giving you a single useful information.

This makes me wonder, what's the purpose of having a call centre at the first place that is sucking our (tax payers) money? Meaning, if they shut down the call centre, or maybe outsource it to India (that's a good idea!), will there be any impact on anything? I'm not saying they should fire those people, but maybe they can train them to do something useful, such as process more backlog applications and expedite/streamline the processes within CIC!

I hope someone on top of the ladder in CIC read this, and put an end to this joke called CIC call centre.

"Yes, I'm so pissed with them!"

 

[ambient2]

I think most of the times they are useful, if you know how to treat them well, you have meaningful questions and you have enough information from the CIC website (how long it takes for routine, non-routine application). But if you are calling just to check how is your application which was submitted 2-3 months ago, good luck finding it out.

I would be pretty disappointed if CIC will outsource the Call Centre to India. First, there are a lot of personal information Call Centre can access (not just credit cards like some other customer services), second, I think Indian CIC Call Centre can not be unbiased towards non-Indian applicants.