CCAAT

The Call Centre Committee had been briefed on the rollout of Call Centre Agent Assessment Tool (CCAAT) on February 13th, 2019.  The employer is transforming CCART and intends to use it to assess performance for all employees including permanent employees. In their view, this mandatory national tool supports a consistent approach to call monitoring, meets CRA’s business needs for term staffing and is also used for performance listening to assess all agents and ensure they maintain a sustained level of proficiency.