Due to technical glitches at the Customer Care Centre, the Ekurhuleni Metropolitan Municipality (EMM) is in the process of implementing a new system to improve their customer service offering.
According to the metro, calls are being cut before the customers are assisted. The cut-off mainly occurs when callers select an option they are prompted to select.
“The IT department is currently seized with overhauling the call centre system to introduce a new version that will give customers effortless access to call centre agents, and result in a speedy resolution to their queries,” said Nhlanhla Cebekhulu, divisional head of communication and media relations.
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The metro has eliminated the prompt option as an interim measure. The calls will be routed directly to any available call centre agent.
“Customers may still able to log their queries through the call centre at 0860 543 000, or alternatively use My Ekurhuleni App, to access services at a touch of a button,” Cebekhulu said.
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