How we did this month—2020

View the most recent monthly client call statistics from the Government of Canada Pension Centre

The Pension Centre’s service standard to answer telephone calls is within 180 seconds. However, please note that circumstances beyond their control may result in longer wait times occasionally.

December

Calls answered within 180 seconds?

The table below shows the weekly average number of calls that we answered within 180 seconds in December.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of December
Date Total calls Number of calls answered within 180 seconds
December 7 to 11, 2020 2,057 1,675
December 14 to 18, 2020 1,798 1,482
December 21 to 25, 2020 1,031 871
December 28, 2020 to January 1st, 2021 768 647

Average call wait time

The table below shows the weekly average wait time for clients calling the Pension Centre in December.

Table 2: Average wait time for each week of the month of December
Date Average wait time (seconds)
December 7 to 11, 2020 78
December 14 to 18, 2020 72
December 21 to 25, 2020 60
December 28, 2020 to January 1st, 2021 68

November

Calls answered within 180 seconds?

The table below shows the weekly average number of calls that we answered within 180 seconds in November.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of November
Date Total calls Number of calls answered within 180 seconds
November 2 to 6, 2020 2,172 1,776
November 9 to 13, 2020 1,813 1,465
November 16 to 20, 2020 2,149 1,770
November 23 to 27, 2020 2,177 1,782
November 30 to December 4, 2020 2,073 1,728

Average call wait time

The table below shows the weekly average wait time for clients calling the Pension Centre in November.

Table 2: Average wait time for each week of the month of November
Date Average wait time (seconds)
November 2 to 6, 2020 78
November 9 to 13, 2020 80
November 16 to 20, 2020 76
November 23 to 27, 2020 83
November 30 to December 4, 2020 73

October

Calls answered within 180 seconds?

The table below shows the weekly average number of calls that we answered within 180 seconds in October.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of October
Date Total calls Number of calls answered within 180 seconds
October 5 to 9, 2020 2,074 1,783
October 12 to 16, 2020 1,708 1,362
October 19 to 23, 2020 2,196 1,791
October 26 to 29, 2020 2,279 1,860

Average call wait time

The table below shows the weekly average wait time for clients calling the Pension Centre in October.

Table 2: Average wait time for each week of the month of October
Date Average wait time (seconds)
October 5 to 9, 2020 62
October 12 to 16, 2020 96
October 19 to 23, 2020 79
October 26 to 29, 2020 77

September

Calls answered within 180 seconds?

The table below shows the weekly average number of calls that we answered within 180 seconds in September.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of September
Date Total calls Number of calls answered within 180 seconds
September 7 to 11, 2020 1,639 1,350
September 14 to 18, 2020 2,036 1,573
September 21 to 25, 2020 2,037 1,573
September 28 to October 2, 2020 2,137 1,785

Average call wait time

The table below shows the weekly average wait time for clients calling the Pension Centre in September.

Table 2: Average wait time for each week of the month of September
Date Average wait time (seconds)
September 7 to 11, 2020 78
September 14 to 18, 2020 113
September 21 to 25, 2020 113
September 28 to October 2, 2020 84

August

Calls answered within 180 seconds

The table below shows the weekly average number of calls that we answered within 180 seconds in August.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of August
Date Total calls Number of calls answered within 180 seconds
August 3 to 7, 2020 1,749 1,423
August 10 to 14, 2020 1,895 1,511
August 17 to 21, 2020 1,846 1,538
August 24 to 28, 2020 1,959 1,547
August 31 to September 4, 2020 1,989 1,551

Average call wait time

The table below shows the weekly average wait time for clients calling the Pension Centre in August.

Table 2: Average wait time for each week of the month of August
Date Average wait time (seconds)
August 3 to 7, 2020 85
August 10 to 14, 2020 85
August 17 to 21, 2020 69
August 24 to 28, 2020 91
August 31 to September 4, 2020 111

July

Calls answered within 180 seconds

The graph and table that follow show the weekly average number of calls that we answered within 180 seconds in July.

July 2020 - Image of a Bar chart depicting the amount of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month. Details in a table following the chart.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of July
Date Total calls Number of calls answered within 180 seconds
July 6 to 10, 2020 1,953 1,587
July 13 to 17, 2020 1,735 1,426
July 20 to 24, 2020 1,675 1,378
July 27 to 31, 2020 1,832 1,450

Average call wait time

The graph and table that follow show the weekly average wait time for clients calling the Pension Centre in July.

July 2020 - Bar chart depicting the average wait time for each week of the month. Details in a table following the chart.

Table 2: Average wait time for each week of the month of July
Date Average wait time (seconds)
July 6 to 10, 2020 83
July 13 to 17, 2020 73
July 20 to 24, 2020 73
July 27 to 31, 2020 92

June

Calls answered within 180 seconds

The graph and table that follow show the weekly average number of calls that we answered within 180 seconds in June.

June 2020 - Image of a Bar chart depicting the amount of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month. Details in a table following the chart.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of June
Date Total calls Number of calls answered within 180 seconds
June 1 to 5, 2020 2,020 1,647
June 8 to 12, 2020 1,882 1,522
June 15 to 19, 2020 1,652 1,361
June 22 to 26, 2020 1,769 1,435
June 29 to July 3, 2020 1,415 1,133

Average call wait time

The graph and table that follow show the weekly average wait time for clients calling the Pension Centre in June.

June 2020 - Bar chart depicting the average wait time for each week of the month. Details in a table following the chart.

Table 2: Average wait time for each week of the month of June
Date Average wait time (seconds)
June 1 to 5, 2020 86
June 8 to 12, 2020 81
June 15 to 19, 2020 75
June 22 to 26, 2020 83
June 29 to July 3, 2020 82

May

Calls answered within 180 seconds

The graph and table that follow show the weekly average number of calls that we answered within 180 seconds in May.

May 2020 - Image of a Bar chart depicting the amount of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month. Details in a table following the chart.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of May
Date Total calls Number of calls answered within 180 seconds
May 4 to 8, 2020 1,788 1,488
May 11 to 15, 2020 1,752 1,450
May 18 to 22, 2020 1,433 1,168
May 25 to 29, 2020 1,919 1,554

Average call wait time

The graph and table that follow show the weekly average wait time for clients calling the Pension Centre in May.

May 2020 - Bar chart depicting the average wait time for each week of the month. Details in a table following the chart.

Table 2: Average wait time for each week of the month of May
Date Average wait time (seconds)
May 4 to 8, 2020 74
May 11 to 15, 2020 76
May 18 to 22, 2020 81
May 25 to 29, 2020 76

April

Calls answered within 180 seconds

The graph and table that follow show the weekly average number of calls that we answered within 180 seconds in April.

April 2020 - Image of a Bar chart depicting the amount of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month. Details in a table following the chart.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of April
Date Total calls Number of calls answered within 180 seconds
April 6 to 10, 2020 908 647
April 13 to 17, 2020 1,060 834
April 20 to 24, 2020 1,081 963
April 27 to May 1, 2020 1,245 1,056

Average call wait time

The graph and table that follow show the weekly average wait time for clients calling the Pension Centre in April.

April 2020 - Bar chart depicting the average wait time for each week of the month. Details in a table following the chart.

Table 2: Average wait time for each week of the month of April
Date Average wait time (seconds)
April 6 to 10, 2020 173
April 13 to 17, 2020 113
April 20 to 24, 2020 43
April 27 to May 1, 2020 58

March

Calls answered within 180 seconds

The graph and table that follow show the weekly average number of calls that we answered within 180 seconds in March.

March 2020 - Image of a Bar chart depicting the amount of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month. Details in a table following the chart.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of March
Date Total calls Number of calls answered within 180 seconds
March 2 to 6, 2020 2,894 2,429
March 9 to 13, 2020 2,568 2,175
March 16 to 20, 2020 1,002 905
March 23 to 27, 2020 952 803
March 30 to April 3, 2020 1,001 898

Average call wait time

The graph and table that follow show the weekly average wait time for clients calling the Pension Centre in March.

March 2020 - Bar chart depicting the average wait time for each week of the month. Details in a table following the chart.

Table 2: Average wait time for each week of the month of March
Date Average wait time (seconds)
March 2 to 6, 2020 69
March 9 to 13, 2020 66
March 16 to 20, 2020 44
March 23 to 27, 2020 77
March 30 to April 3, 2020 46

February

Calls answered within 180 seconds

The graph and table that follow show the weekly average number of calls that we answered within 180 seconds in February.

February 2020 - Image of a Bar chart depicting the amount of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month. Details in a table following the chart.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of February
Date Total calls Number of calls answered within 180 seconds
February 3 to 7, 2020 2,402 2,035
February 10 to 14, 2020 2,340 1,963
February 17 to 21, 2020 2,424 2,057
February 24 to 28, 2020 3,337 2,740

Average call wait time

The graph and table that follow show the weekly average wait time for clients calling the Pension Centre in February.

February 2020 - Bar chart depicting the average wait time for each week of the month. Details in a table following the chart.

Table 2: Average wait time for each week of the month of February
Date Average wait time (seconds)
February 3 to 7, 2020 62
February 10 to 14, 2020 68
February 17 to 21, 2020 71
February 24 to 28, 2020 74

January

Calls answered within 180 seconds

The graph and table that follow show the weekly average number of calls that we answered within 180 seconds in January.

January 2020 - Image of a Bar chart depicting the amount of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month. Details in a table following the chart.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of January
Date Total calls Number of calls answered within 180 seconds
January 6 to 10, 2020 2,521 2,131
January 13 to 17, 2020 2,316 1,939
January 20 to 24, 2020 2,889 2,365
January 27 to 31, 2020 3,066 2,534

Average call wait time

The graph and table that follow show the weekly average wait time for clients calling the Pension Centre in January.

January 2020 - Bar chart depicting the average wait time for each week of the month. Details in a table following the chart.

Table 2: Average wait time for each week of the month of January
Date Average wait time (seconds)
January 6 to 10, 2020 66
January 13 to 17, 2020 66
January 20 to 24, 2020 75
January 27 to 31, 2020 67

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