The Ekurhuleni Metropolitan Municipality (EMM) has responded to residents’ weekly complaints about lack of services from the call centre.
The EMM’s spokesperson, Mr Themba Gadebe, said council has on average, a 90 percent service level.
“Calls are answered 90 percent of the time and from a technology and connectivity point of view, our reachability rate is 99 percent,” said Mr Gadebe.
According to Mr Gadebe, the call centre is the single point of telephonic access that residents should use to contact the council.
He said council lines are open 24 hours, seven days a week.
“All that residents need to do is phone to make an inquiry. They should also have their account numbers and where available, the meter number at hand,” he said.
He also said that the average talk time is two minutes, 28 seconds; and the average waiting time is less than one minute when calls are made to the call centre.
The correct contact number for the call centre is 0860 543 000.
“If calls are not answered, an escalation can be sent to callentre@ekurhuleni.gov.za because there is currently no voicemail service.”
Mr Gadebe said periodic assessments are done of staff operations and system training needs, and agents are routinely provided with targeted training for optimal customer service.
“A continuous improvement programme is always engaged for improved customer service,” he said.
