The revamped call centre was launched last year, when citizens were encouraged to report incidents which require attention; such as potholes, water leaks, burst pipes, electricity outages and more.
Over 200 call agents were hired to boost the call centre’s efficiency.
The call volume in May 2014 was 46 941 and, in June, this year, the number stood at 93 148.
Queen Duba, member of mayoral committee for corporate and shared services, said all the interventions resulted in an efficient call centre, which compares with international best practice.
“Performance has improved, from 73 per cent of calls being answered within two minutes, to 96 per cent of calls being answered within an average of 40 seconds.
“Furthermore, the percentage of calls which are abandoned amounts to 1. 3 per cent of incoming calls and the duration of an average call is just over two minutes,” said Duba.
Themba Gadebe, Ekurhuleni spokesperson, encourages members of the public to continue using the service offered by the call centre.
“The metro has linked the call centre to a performance system which monitors the efficiency of the services rendered by call centre and other service departments – within the municipality,” said Gadebe.
“It is, therefore, vital that residents use the service in order to ensure that their queries are attended to on time”.
The Ekurhuleni Municipality’s service call centre number is: 0860 543 000.
Residents must ensure that they are given a reference number when they contact the centre, to ensure their query is tracked easily.
