Muni rings in 2021 with last year’s ‘unanswered lines’
The Polokwane Municipality's Communications and Marketing Manager, Matshidiso Mothapo, explains current challenges experienced at the call centre.
Ring, ring…but no answer. It is a new year, but the same problems at the Polokwane Municipality’s call centre persist.
Last year Polokwane Observer received multiple complaints from residents indicating that attempts to call an operator at the centre, were left unanswered. We investigated and the municipality noted that they have plans to develop a fully-integrated high-end call centre.
The municipality’s Communications and Marketing Manager, Matshidiso Mothapo, said the centre will be constructed to enhance the experience of efficient service delivery for residents when calling the municipality.
Mothapo said plans are still in place to develop the centre.
Observer queried on the progress made as calls to the municipality still go unanswered, especially in emergency situations such as power outages and heavy rainfall related problems.
Mothapo said the municipality’s listed numbers are still operational, despite current challenges related to the software and hardware being utilised.
“The hardware is not automated and does not give the operator an option to answer incoming calls while they are busy with another client on the line,” he added.
Another challenge is an influx of calls the centre receives during service disruptions.
“Thus far, a consultant has been appointed to develop designs and planning for the high-end call centre. It is still a process that would involve supply chain and appointment of contractors, however, once the plans and designs have been approved, the process will go on to the next stage of construction,” he concluded.
