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News : City of Joburg’s Call Centre Fields Over 22,000 Calls During the Lockdown

#contactcenteworld

Joburg, South Africa, April 8, 2020 -- The Member of the Mayoral Committee (MMC) for Finance in the City of Johannesburg, Councillor Jolidee Matongo, heaped praises on the City’s call centre agents who have been ensuring that residents are not deprived of much-needed services.

This follows an oversight visit by MMC Matongo to the City’s call centre on Wednesday, 08 April 2020.

He was bowled over by the levels of dedication shown by the City’s call centre agents who expressed their commitment to continue serving Joburg residents with "passion" and "patience" during the 21-day national coronavirus lockdown and beyond.

In the first 10 days of the lockdown, the Johannesburg call centre received over 12 000 emergency calls and over 22 000 calls that were related to water and electricity issues.

MMC Matongo visited the call centre to ensure that the reduced number of agents classified as essential services staff were operating within the prescribed health guidelines to prevent contracting the coronavirus while delivering uncompromised customer service to residents.

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He began his visit by contacting the customer care line 0860 562 874 in his capacity as a resident of the City to test the efficiency of the services being rendered to Johannesburg residents. He then fielded a few calls that were related to a power interruption in Lenasia and a burst water pipe in Randburg. MMC Matongo also experienced a false emergency call.

"We must really commend the call centre staff for their level of commitment in ensuring that the impact of the lockdown is minimised on the City’s customer care services. As the leadership of the City, we are also committed to ensuring that our staff is safe while executing their duties," said MMC Matongo.

"Our call centre agents go through a lot as the everyday direct contact to residents with complaints about service delivery. Seeing and hearing them give personal assurances that they are available to continue serving residents with passion and patience during a very difficult time in the city, the country and across the globe - was very humbling," he said.

#contactcenteworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.joburg.org.za


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Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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