In addition, technology was used for training sessions. On the technical side, technology aided with learning the ins and outs of the Federal and Provincial program details. Once the technical training was complete, the program information was input into the ServiceNow software allowing the BRS agents to access details for quick and consistent guidance. Technology also aided with soft skills — helping turn the seasoned tax and accounting professionals into empathetic customer service experts. Specifically, virtual role-playing was used to simulate calls, addressing how best to communicate to callers and how teamwork could be used to support one another.
“Through the advice provided by the BRS to thousands of small businesses, you made a difference for Canadians during troubling times and helped to position businesses, not-for-profits and charities for reopening and recovery,” said Patrick Gill, Senior Director of Tax and Financial Policy, Canadian Chamber of Commerce.
Humans at the center — how do people get the help they need to keep their businesses operational?
Beginning on 25 May 2020, the BRS helpline began providing advice to small businesses as they navigated Federal and Provincial support programs. The helpline ran for six weeks, responding to callers quickly, seven days a week. On average, each agent spent more than 20 minutes with each caller. Overall, the helpline received a 97% approval rating from the callers.
“We heard many success stories,” said Hussain Basit, Senior Manager, Ernst & Young LLP. “One small business who had established a local hockey league saw a 90% revenue drop due to canceled games. Our BRS professionals suggested an aid program that the business owner didn’t even know existed. Thanks to that advice, the local hockey league is still operating today.”
The BRS recognized how important it was to help in a time of crisis. By utilizing all the technology elements in place, the BRS team members were able to work around the clock to provide comprehensive, yet compassionate, advice.