EKURHULENI’S call centre received its four-millionth call on September 8.
“More residents are turning to Ekurhuleni’s call centre – 0860 543 000 – to receive help on any service delivery challenges experienced,” Themba Gadebe, metro spokesperson, said.
The centre reached its three-millionth call on November 29, 2016.
“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,” Gadebe said.
“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,” Gadebe explained.
The call centre can expect to receive on average 100 000 calls a month.
The service level achieved by the call centre for August was 98.70 per cent and the abandoned (drop calls) rate was 0.03 per cent, with the average speed to answer a call was one second.
“The city will continue to find solutions to technical glitches that the call centre experiences from time to time,” Gadebe added.
