Tshwane call centres on the blink
Occupational health and safety, human resources and ICT systems are affected in turn affecting the operational efficiency of the call centres.
The city of Tshwane is experiencing problems with its call centres due to “challenges” to its customer relations management system.
This, according to the metro, has affected occupational health and safety, human resources and ICT systems and the operational efficiency of the centres.
“These challenges have resulted in delays in answering calls, high call volumes, dropped calls and email backlogs,” said Finance MMC Mare-Lise Fourie.
ALSO READ: UPDATE: Tshwane metro call centre woes ‘worse’ – employees
She said plans were underway to address and resolve the issues.
“This include the relocation and integration of all three call centres, filling of vacancies and corrective action to ensure a professional and acceptable turnaround time service to our customers.”
The following e-mail addresses can be used to log service delivery related queries:
• Customer care queries: customercare@tshwane.gov.za
• Potholes: pothole@tshwane.gov.za
• Meter readings: meterrecords@tshwane.gov.za
• Street lights: streetlights@tshwane.gov.za
• Traffic lights: trafficsignalfaults@tshwane.gov.za
• Water leaks: waterleaks@tshwane.gov.za
• Electricity enquiries: electricity@tshwane.gov.za
“We sincerely apologise for any inconvenience caused. The city of Tshwane will continue to strive to put the needs of the customers first,” said Fourie.
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