News : Traffic Centre Gets 9000 Calls a Day
Cape Town, South Africa, Jan 27, 2015 -- Cape Town is the call centre to which frustrated commuters can direct all their queries and complaints - 132 000 of them each month, according to a statement from the city.
The phone rings 4400 times a day - and is usually answered within 15 seconds.
The busiest day in 2014 was December 16, when the Transport Information Centre phones rang 9000 times in 24 hours.
And, according to mayoral committee member for transport Brett Herron, all these calls were answered with an average waiting time of just 12 seconds.
On Monday, Herron visited the centre in the Transport Management Centre in Goodwood.
"The centre’s performance is outstanding and the call centre operators must be applauded as some of the callers are really frustrated by the time they phone for information or to lodge a complaint.
"It takes a special kind of person and some stamina to do this job, especially if one considers that the operators have only three seconds’ breathing space between calls," he said.
Mondays and Fridays are the most intense, with the highest call volumes between 8am and 4pm.
Most callers prefer to be helped in English, although Afrikaans and isiXhosa assistance is also available.
Most queries are about public transport timetables, routes, fares and service disruptions.
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"Our social media platforms provide all the latest updates about transport-related incidents that may be affecting commuters, because the team at the centre has direct access to real-time information," Herron said.
"The centre also records complaints about the MyCiTi service and I want to urge commuters to report these so we can improve our systems."
The centre is also the place to report any road maintenance issues, including potholes, faulty traffic lights and stormwater problems.
"Traffic for Cape Town relies on residents to be our eyes and ears on the ground, be it on a MyCiTi bus or in a private vehicle on our road network," Herron said. "We can only improve our service and our roads if you tell us about the shortcomings."
Posted by Veronica Silva Cusi, news correspondent
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Published: Wednesday, January 28, 2015
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