“More residents are turning to Ekurhuleni’s call centre to receive help on any service delivery challenges experienced,” said metro spokesperson Themba Gadebe.
“Call center number 0860 543 000 is becoming more popular.
“This is evident, as the call centre received and passed the four-million caller mark on September 8.”
Gadebe added: “With this achievement comes the improvement in the overall performance offering of the city’s call centre.
“The percentage of calls being answered within 20 seconds has increased and the percentage of calls not answered has decreased.
“The average speed to answering the calls has also improved.
“On average, it takes about 15 seconds for a call to be answered.
“This is counted from when the customer selects the relevant queue option to the time the call is answered.”
The spokesperson said the call centre can expect to receive an average of 100 000 calls per month.
“The service level achieved by the call centre for last month was 98.70 per cent and the abandon (drop calls) rate was 0.03 per cent with the average speed to answer a call being one second,” Gadebe said.
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