City to integrate call centres
eThekwini mayor, Councillor Mxolisi Kaunda conducted an oversight visit o assess centre functionality on Tuesday.
IN a bid to improve service delivery, the City has integrated the three municipal call centres for water, electricity and revenue services.
The announcement was made during an oversight visit to several municipal call centres. eThekwini mayor, Councillor Mxolisi Kaunda, led members of the executive committee on the visit to assess centre functionality on Tuesday, July 19.
Kaunda said the backlog at the City’s call centres is a major challenge for residents.
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“We are working to get the new system up and running with the aim of achieving improved customer satisfaction. We have also tasked senior management to iron out all labour-related matters so it doesn’t hinder the integration process or improved customer satisfaction,” said Kaunda.
The decision to integrate the call centres follows a study to determine the effectiveness and functioning of the centres.
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