Calls not answered at municipality switchboard
Following widespread public complaints regarding the municipality switchboard and the failure by operators to answer the phone, www.mobserver.co.za decided to put the municipality to the test and the results speak for themselves.
We called the switchboard number 013 249 7000 a total of 10 times during various times of the day last Wednesday, but the call was only answered four times.
Only twice was the call answered in less than 40 seconds – which is still a long time to wait on the opposite side of the line.
Three times the phone rang for more than 90 seconds, or more than 60 rings, before it was answered.
Six out of ten times the phone rang unanswered for two full minutes before the line went dead.
“The poor services at the switchboard creates a bad impression and causes lots of frustration among citizens of our town. This is a long-standing problem. Why is the services so bad? What steps will be taken to improve it? By when can more professional service be expected?” asked Alderman Elza du Toit of the DA, in questions submitted to Council.
In response, the municipality stated that they have investigated the matter through customer services initiatives and it has been discovered that callers are unsatisfied when they are transferred to an official who may not answer the phone because of work, or not being in office for other work related matters, or being on leave.
“We have encouraged officials to transfer their calls if not in office,” stated the municipality.
• What is your experience with the municipality switchboard? Let us know in the comments.
