Four million calls registered
The service level achieved by the Ekurhuleni Call Centre for last month was 98.70 per cent and the abandoned (drop calls) rate was 0.03 per cent, with the average speed to answer a call being one second.
More residents are turning to the Ekurhuleni Call Centre to receive help on service delivery challenges.
The call centre recently received and passed the four-million caller mark.
This is a milestone and an improvement from the three-million caller mark that was recorded in November, last year.
“With this achievement comes the improvement in the overall performance offering of the city’s call centre,” said Ekurhuleni spokesperson Themba Gadebe.
“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 call centre can expect to receive on average 100 000 calls per month.
The service level achieved by the call centre for last month was 98.70 per cent and the abandoned (drop calls) rate was 0.03 per cent, with the average speed to answer a call being one second.
Gadebe added that the city will continue to find innovative solutions to technical glitches experienced from time to time by the call centre.
Also read:
Ekurhuleni call centre receives an upgrade
Follow us:
