Metro is fine-tuning call centre operations

The metro is refining its service delivery machinery to live up to the expectations of its residents.

Following the recent launch of the service delivery App: My Ekurhuleni App, Themba Gadebe, metro spokesperson says: “The city is capacitating its call centre through retraining of agents to continue to give excellent services to those who still prefer to talk to a call centre agent for assistance.”

The retraining is aimed at addressing residents’ concerns about the treatment they receive from call centre agents and handling of issues reported through the call centre.

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The agents will undergo training on the processes and procedures of taking calls that come through the call centre.

“The call centre supervising personnel will also be undergoing retraining, which will ensure they follow a standard procedure of listening to the agents’ recorded calls at least twice a week to monitor the agents’ interaction with callers.

“In case of complaints, the supervisors are expected to listen to the call complained about immediately or within a reasonable time,” he says.

During the retraining, the call centre agents will be trained on attentive listening when taking a call, and finding and providing relevant information to the caller.

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They will also receive training in basic people’s skills.

To lodge a complaint or concern, a resident may send an email to callcentre[email protected] at any time.

The concern will be attended to immediately and if it is established that an agent is at fault, internal disciplinary procedures will follow.

People may call 0860 543 000 or use My Ekurhuleni App to report any service delivery incident.

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