Municipality call centre system upgraded, improved

2016-09-01 06:00

RESIDENTS of Ugu District will be relieved to know that our municipal call centre, which has been a concern for consumers and many residents, has been receiving attention.

The 24-hour customer call centre was upgraded, and now provides additional options for consumers to interact with the call centre agents.

This has improved the manner in which we handle customer care interface.

The work done so far includes creating­ more work space for the agents, upgrading of the call centre technology, adding more telephone lines and the implementation of the service delivery standards monitoring tool.

The improved technology also incorporates logging inquiries through voicemail and/or SMS, automatic customer reference numbers, interdepartmental escalation and tracking of service faults, social media updates on service interruptions and bulk SMS services.

These options have thus far dealt with the common resident frustrations where their calls went unanswered, or they were kept on the line for a long time, or there were delays in the dispatching of trouble-shooting teams as well as agents who did not have the correct information to assist residents.

New and existing call centre agents, who form an integral part of the call centre’s success, have undergone vigorous­ training to enable them to provide improved service.

Training also taught them how to deal with residents, who are sometimes at their most vulnerable state when they call and need to be treated with dignity and professionalism.

So with the technology upgrade and adequate training provided, we urge residents to use all the call centre options to ensure their matters are dealt with within the set municipal turnaround time.

We have also created an interactive Ugu Municipality Talk Facebook page that provides constant updates on water­ and sanitation-related services.

This page also enables residents to log their water and sanitation inquiries­ where dedicated municipal personnel will provide prompt responses.

With the ever growing and never ending evolution of social media, residents are urged to join the Ugu Municipality Talk Facebook page as it is the only credible Facebook page where municipal-related queries will be addressed.

The municipality will also be embarking on a vigorous district-wide customer database drive to create and update customer contact details as it has come to the municipality’s attention that not all occupants of residences receive the municipal service interruption notifications.

Residents’ co-operation in making this exercise a success will be highly appreciated.

“Ugu District is better today than it was yesterday.”

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