Ugu District Municipality today announced that the municipality’s 24-Hour Customer Call Centre which has been a source of concern for customers has received a system upgrade which provides more options for the consumers to interact with call centre agents thus improving the customer care interface.
The work done to date includes the creation of more work space for the call centre agents; upgrading of the call centre technology; adding more telephone lines and the implementation of the service delivery standard’s monitoring tool.
The new improved technology also incorporates the logging of enquiries through voicemail/ SMS options, automatic customer reference numbers, interdepartmental escalation and tracking of service faults, social media updates on service interruptions and bulk SMS services.
These options has so far managed to deal with the commonly experienced frustrations among residents where their calls will go unanswered, callers being kept on the line for a long time, there being delays in the dispatching of trouble-shooting teams as well as agents lacking adequate information to assist residents.
New and existing call centre agents who form an integral part of the call centre’s success have duly undergone vigorous training to enable them to render an improved service to the community. The offered training also prepared them in dealing with residents who are sometimes at their most vulnerable state when they call and needed to be treated with the utmost dignity and professionalism.
And with all the technology upgrade and as well as adequate training provided, we urge our residents to adequately utilise all the call centre available options to ensure that their matters are dealt with within the set municipal turnaround time.
We have also created an interactive Ugu Municipality Talk Facebook page which carries constant updates on water and sanitation related services. This page also enables residents to log their water and sanitation enquiries where dedicated municipal personnel will provide prompt responses.
With the ever growing and never ending evolution of the social media, residents are urged to join the Ugu Municipality Talk Facebook page as it is the only credible Facebook page where municipal related queries will be addressed.
The municipality will also be embarking on a vigorous district-wide customer database drive to create and update the customer contact details as it has come to the municipality’s realisation that not all occupants of residences receive the municipal service interruption notifications. Resident’s cooperation in making this exercise a success will be highly appreciated.
“Ugu District is Better Today than it was Yesterday.”
UGU DISTRICT MUNICIPALITY
For more information and media queries contact:
Senior Manager: Mayoralty and Communications
Mr France Zama