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New call centre for Ekurhuleni

Metro unveil a new and improved call centre

ON May 2, Executive Mayor of Ekurhuleni Councillor Mondli Gungubele made a speech at the official opening of the upgraded services and information call centre in Bedfordview.

The community of Alberton has been experiencing problems with the call centre for quite some time, and Clr Mondi mentioned that the common complaints were unanswered calls, callers kept on the line for a long time, delays in the dispatching of trouble-shooting teams and call takers lacking information on the subject matter.

“All these led to members of the community concluding that our call centre was non-existent,” said Councillor Mondli.

The project received a R7-million for revamp purposes and will be staffed by a total of 250 call centre agents and eight supervisors.

The city’s Life-threatening Emergencies Call Centre will have a total staff compliment of 82, which will be allocated at 13 per shift.

To date all the work on this project that Councillor Mondli mentioned has been completed, and an Operations Rapid Intervention Team is also introduced which monitors and evaluates adherence to service delivery standards of services by the departments.

The performance of the call centre operators and departments is another intervention that EMM have brought about as they seek to get the best out of the call centre so that it is equal to the expectations of the public.

Another innovation has been that of introducing a Twitter handle as a social platform by which EMM employees can interact with the call centre. This product has been recording steady progress with more EMM employees utilising it.

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