Ekurhuleni, South Africa, Aug 28, 2018 -- The metro 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 metro is capacitating its call centre through retraining of agents.
This will allow the metro to continue to give excellent service to those who still prefer to talk to a call centre agent for assistance.
The retraining is aimed at addressing the concerns of residents about the treatment they receive from call centre agents and the handling of issues reported through the call centre.
The agents will undergo retraining on the processes and procedures to follow when calls come through the call centre.
The call centre’s supervising personnel will also be undergoing 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 and 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 firstname.lastname@example.org 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.
Posted by Veronica Silva Cusi, news correspondent
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Published: Wednesday, August 29, 2018
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