A research study on improving the call answer rate of Immigration, Refugees and Citizenship Canada (IRCC) Client Support Centre (CSC) will be presented by Interdisciplinary Studies in Human-Centred Design program students at next week’s RE/ACTION Showcase. With a current answer rate of seven per cent at IRCC call centers, the study focuses on improving service to clients and stakeholders.
Held virtually on Friday, Aug. 12, the RE/ACTION Showcase highlights leading-edge applied research, done in collaboration with industry, institutional and community partners, providing a glimpse into the future of technology and the current state of innovation. The goal of RE/ACTION is to create a platform for those students to showcase their hard work to an audience of peers, faculty and community partners.
“As a team we chose to focus on the experience of temporary foreign workers (TFW) when contacting the IRCC call centre, but the interesting point is that everybody, be it either TFW applicants, student permit applicants or permanent residence applicants, has shared the same experience,” said team leader Melis Burkay.