Metro pleased with call centre improvements

Call centre reaches call milestone.

More residents are turning to Ekurhuleni’s call centre to receive help on any service delivery challenges experienced, according to the metro.

“The call centre number 0860 543 000 is becoming more popular and this is evident as the call centre received and passed the four million caller mark recently,” said spokesperson for the metro Themba Gadebe.

“This is a milestone and an improvement from the three million caller mark that was recorded on November 29, last year.

“With this achievement comes the improvement in the overall performance offering of the metro’s call centre.

 

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“The percentage of calls being answered within 20 seconds has increased and the percentage of calls not answered has decreased.

“The average speed of answering the calls has also improved.

“On average it takes about 15 seconds for a call to be answered.

“This is counted from when the customer selects the relevant queue option to the time the call is answered.”

The call centre can expect to receive on average 100 000 calls per month.

The service level achieved by the call centre for August was 98.70 per cent and the abandoned (drop calls) rate was 0.03 per cent, with the average speed to answer a call being one second.

“The metro will continue to find innovative solutions to technical glitches that the call centre experiences from time to time,” said Gadebe.

 

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