ALBERTON – The Ekurhuleni Metropolitan Municipality’s Service Call Centre has logged its millionth call and the Metro has taken the million call mark as a sign that their investment in the call centre is paying off.
The call centre was revamped and launched in May 2014. It provides citizens with the means to contact the municipality and report incidents that require attention like potholes, water leaks, burst pipes, electricity outages and other problems residents may experience. The staff compliment was increased and now over 200 agents are employed at the call centre.
New call centre for Ekurhuleni
“All of these interventions have resulted in an efficient call centre which compares favourably against international best practice and leading private sector companies,” says Member of Mayoral Committee for corporate and shared services, Queen Duba.
“Performance has improved from 73 percent of calls being answered within two minutes to 96 percent of calls being answered within an average of 40 seconds. Furthermore, the percentage of calls which are abandoned amounts to 1.3 percent of incoming calls and the duration of an average call is just over two minutes.”
EMM call centre impresses
The millionth call was received between 19:15 and 19:30 on Tuesday, July 21.
Ekurhuleni spokesperson Themba Gadebe encourages residents to continue making use of the service which is constantly being improved. Residents must ensure that they are given a reference number when they contact the centre, to enable progress on their query to be tracked easily.
The Ekurhuleni Metropolitan Municipality’s Services Call Centre number is 0860 543 000.
No answer at call centre
How has your experience with the Ekurhuleni hotline been? Send us an email at albertonrecord@caxton.co.za
