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News : First-hand Call Centre Experience for Finance MMC
Joburg, South Africa, September, 2016 -- The City of Johannesburg’s new Finance MMC, Dr Rabelani Dagada paid a surprise visit to the City’s call centres on 20 September, saying the staff must service customers with pride and professionalism.
"He listened to the queries from customers, inspected the call centres’ infrastructure and met with the management and staff," Kgamanyane Maphologela, spokesperson for the Finance Department said.
The City has one call centre number 0860 562 874, which directs callers to six different options. Ratepayers can choose between accounts, electrical, refuse removal, roads, transit or other inquiries, which are all directed to one of the two stations, in Florida or the city central.
Dagada said he would ensure that the call centre is run responsively by the City. "Our call centre staff are crucial as they are generally the first point of contact our customers have with the City of Joburg and, as a result, they must serve our customers with pride and professionalism," Dagada said.
The City tweeted, asking residents what their experience with its call centres have been like over the years. Most replies came down to ‘rather grim’ pointing to long waits and disconnections. Some commented that it is easier to log a fault through Twitter or the City’s website.
Dagada’s visit was part of the City’s new 10-point plan that includes running a responsive government.
Posted by Veronica Silva Cusi, news correspondent
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Published: Tuesday, September 27, 2016