Revamped call centre to be ready next July

2010-10-26 00:00

RATEPAYERS can expect a more effective municipal call centre by July next year.

So says Msunduzi’s acting manager for marketing and public relations, Brian Zuma.

He added that the first phase of their all-new integrated call centre system is nearly complete.

Speaking at a recent sitting of the executive committee, Zuma said the tender process was finalised last July and the service provider is already in place.

He said the system has already been designed and tested and they are working on the training and implementation part, both of which are 75% complete.

“We can expect to go live with it on November 1.

“This is an essential service and the two phases will result in a fully effective call centre,” Zuma said.

While phase one deals solely with the call centre itself, the second phase will concentrate on the customer care centre, said Zuma.

He said the second phase, which will include user training, will start in November and be completed by July next year.

The Co-operative Governance and Traditional Affairs Department has contributed R250 000 for the setting up of the call centre.

The entire system is expected to cost just over R1,6 million.

Over the years, The Witness has received numerous calls from frustrated ratepayers who have complained about the difficulty in getting through to the municipality’s call centre.

Many have also raised concerns about the poor way in which their queries are handled by call centre agents.

Democratic Alliance caucus leader Rodger Ashe said the municipality needs to attend to the problematic call centre now, and not in July next year.

“At the moment we have people complaining on a daily basis and those who have queries on their accounts are getting no joy,” he said.

Ashe said it has come to his attention that there is a backlog of more than 200 e-mail queries alone and workers have said they need assistance.

Acting municipal manager Thokozani Maseko said the new system will help to reduce complaints as the present system is under strain.

“While we are dealing with those challenges, the management system will tell us who will be answerable in dealing with those challenges,” said Maseko.



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