The City of Ekurhuleni is refining its service delivery machinery to live up to the expectations of its residents.
Following the recent launch of the service delivery app called My Ekurhuleni App, the city is also retraining its call centre agents to continue to give excellent services to those who still prefer to talk to a call centre agent for assistance.
Also read:
• Download My Ekurhuleni App to report service delivery issues
The retraining is aimed at addressing the concerns of residents about the treatment they receive from these agents and handling of issues reported through the call centre, said Themba Gadebe, spokesperson for the metro.
The agents will undergo retraining on the processes and procedures of taking calls that come through to the call centre.
The call centre supervising personnel will also undergo retraining, which will ensure that they follow a standard procedure of listening to the agents’ recorded calls at least twice a week to monitor the agents’ interaction with callers.
In case of complaints, the supervisors are expected to listen to the call complained about immediately or within a reasonable time.
During the retraining, the call centre agents will be refreshed on attentive listening when taking a call, finding and providing relevant information to the caller, among other things. They will also be retrained on basic people’s skills.
To lodge a complaint or concern, a resident may send an email to callcentresupervisors@ekurhuleni.gov.za at any time. The concern will be attended to immediately. If it is established that an agent is at fault, internal disciplinary procedures will follow.
People may call 0860 543 000 or use My Ekurhuleni App to report any service delivery incident.
