The AGCO’s updated Complaints & Inquiries Handling Policy focuses on complaints analysis and continuous improvement to improve evidence-based decision making. Through regular performance monitoring, the AGCO’s average turnaround for addressing complaints about regulated entity compliance and licensing and registration was reduced by 44% over the previous fiscal year from 69.9 to 39.3 days.
TABLE 8 – Operational Performance by Sector: Customer Service
The AGCO is committed to supporting the public and stakeholders through effective front-line customer service support.
|
|
2017-18 |
2018-19 |
|---|---|---|
|
Number of telephone contacts |
104,333 |
100,384 |
|
Walk-in customers (Head Office) |
13,909 |
8,927 |
|
Self-Help (using automated voice messaging system) |
20,039 |
33,386 |
|
iAGCO submissions |
n/a |
45,393 |
|
AGCO web site visits |
864,897 |
1,754,979 |
The AGCO continued its commitment to improving the customer experience, with the launch of call-monitoring technology to monitor and improve the quality of customer calls.