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News : eThekwini Plans to Set Up One-number Complaints Line

#contactcenterworld, @ethekwinim

eThekwini, South Africa, Aug, 2017 -- The eThekwini Municipality wants to create a 'one number' call centre for all complaints in the city.

It wants to move away from the current system where departments like water and electricity have different call centre numbers.

eThekwini Mayor, Zandile Gumede believes that dealing with complaints in a centralised manner is the way to go.

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The city hopes the 'one number call centre' - which it will unveil soon - will be more effective at identifying and resolving customer complaints.

Gumede says all staff will be retrained to ensure that everything's in order.

The mayor meanwhile says hey're investigating the issue of incorrect billings - where some residents have received unusually high utility bills.

eThekwini's now launched the 'Mayoral Response Office', which will specifically deal with these complaints.

#contactcenterworld, @ethekwinim

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.ecr.co.za


Today's Tip of the Day - Maintaining Customer Notes

Read today's tip or listen to it on podcast.

Published: Friday, August 4, 2017

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2020 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608
 

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