The Ekurhuleni metro is refining its service delivery machinery to live up to the expectations of its residents.
According to Themba Gadebe, metro spokesperson, following the recent launch of the service delivery App called My Ekurhuleni, the metro is capacitating its call centre through retraining of agents to continue to give good services to those who still prefer to talk to a call centre agent for assistance.
“The retraining is aimed at addressing the concerns of the residents about the treatment they receive from the call centre agents and handling of issues reported through the call centre,” said Gadebe.
“The agents will undergo a retraining on the processes and procedures of taking calls that comes through the call centre.
“The call centre supervising personnel will also be undergoing retraining, which will ensure that they follow a standard procedure of listening to the agents’ recorded calls at least twice a week to monitor the agents’ interaction with callers.
“In case of complaints, the supervisors are expected to listen to the call complained about immediately or within a reasonable time.
“During the retraining, the call centre agents will be refreshed on attentive listening when taking a call, finding and providing a relevant information to the caller among other things. They will also be retrained on the basic people’s skills.”
To lodge a complaint or concern, a resident may send an email to callcentresupervisors@ekurhuleni.gov.za at any time.
“The concern will be attended to immediately. If it is established that an agent is at fault, internal disciplinary procedures will follow.”
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