More residents turn to call centre

Call center agents at work in the call center during an event in Bedfordview in which Ekurhuleni launched the new improved call center, 2 May 2014.Picture: Neil McCartney

Ekurhuleni call centre passed the four million caller mark on September 8.

Metro spokesperson, Themba Gadebe said the call centre number, 0860 543 000, recorded an improvement from the three million caller mark that was recorded on November 29 last year.

“With this achievement comes the improvement in the overall performance of the city’s call centre. The percentage of calls being answered within 20 seconds has increased and the percentage of calls not answered has decreased.

“The average speed to answering the calls has also improved. On average, it takes about 15 seconds for a call to be answered. This is counted from when the customer selects the relevant queue option to the time the call is answered,” said Gadebe.

The call centre receives on average 100 000 calls per month.

“The service level achieved by the call centre for August this year was 98.7 per cent and the drop call rate was 0.03 per cent. The average speed to answer a call was one second,” said Gadebe.

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Buli Sonqishe

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