#contactcenterworld, @CityofJoburgZA
Johannesburg, South Africa, May 2022 - The City of Johannesburg’s Environment and Infrastructure Services Department (EISD) and City Power successfully launched a new team of customer service agents to help tackle its complaints backlog.
Sun added that one of the reasons for the miscommunication with customers was the 100% use of the Forcelink System which was designed to automatically provide milestone updates to customers on logged calls.
"Problems experienced were the grouping and closing of calls affecting a large part of the area, when the outage has been restored. The customer care centre agents now make outbound calls to follow-up on closed grouped calls to check if all customers are restored."
He added that the call centre aimed to ‘harmonise’ all of the information on interrupted services and move towards providing resolutions that met the expectation of customers.
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Agents will continue to monitor the Forcelink fault logging system, and follow up with depot team leaders and dispatchers on work orders.
"The customer care centre is focused on tracking calls and providing continuous milestone updates between City Power and ward councillors pertaining to outages not resolved within 24 hours until the calls are resolved and closed," he said.
#contactcenterworld, @CityofJoburgZA
Posted by Veronica Silva Cusi, news correspondent
Source: https://midrandreporter.co.za
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