Ekurhuleni Call Centre agent of the year loves her job
Kharmen Human even works to assist the public in her off time.
“Stay calm, stay focused, listen attentively and allow the client to say what they want to say before you react.”
This was the advice from Kharmen Human, the winner of this year’s City of Ekurhuleni Road to Excellence Service Awards in the annual call centre competition.
Human walked away with the award, making her the call centre agent of the year on November 20. This city introduced the competition in 2021 to improve the quality of service at its call centre.
Human says she is excited that her hard work and dedication have paid off.
“I have been waiting for this award for a very long time. This is the sort of motivation one needs from an employer that cares. It is proof that hard work, persistence, being self-driven, and going out there to serve to the best of your ability works,” said the agent.
The evaluation criteria for the competition included attendance, occupancy, service delivery rate, calls dropped, unanswered calls, average duration, calls answered per hour and actual and average ringing time.
“Ranking was also based on consistency, which means you are not only delivering good service when you are in a good mood and a bad one when you are in a bad mood.
“It was based on absolute outstanding performance and 100% consistency throughout the year. This is in line with the city’s aim of giving outstanding customer service to our people at all times,” explained city spokesperson Zweli Dlamini, congratulating Human on her success.
“This is not an easy job, but to have someone excel in it should be much-needed motivation to others to rekindle their passion to serve the people of Ekurhuleni. We always motivate the team to give their best, and this is one way in which we are moving forward in this regard.”
Human has been an agent for 13 years.
The Reiger Park married mother of a girl and boy says she works extra hours to help the public because of her passion for the job.
“I try to help even those who approach me in my private capacity because I love what I do and understand that they come to me because they have hope that I can get assistance,” concluded Human.
