City of uMhlathuze’s busy call centre
The call centre, manned by 10 staff and split into a financial unit and infrastructure unit, dealt with a total of 3 096 calls, most of which were for queries and reports relating to roads and electricity
AS the city grows, infrastructure continues to take strain as reflected by the high number of calls reporting faults to the uMhlathuze Municipality’s customer service department.
The quarterly report tabled at last week’s Exco meeting outlined the responsibilities of the customer service department as the first point of call dealing with general communications with the public and essentially bridging the gap between the municipality and residents.
Manned by four staff, the customer service desk from July to September attended to a total of 55 issues relating to new water connections, 16 for new electricity connections, 117 for tender documents issued, 149 for water faults, 74 for electricity faults and 104 general queries.
The incidents reported to the customer desk decreased in most areas compared to last year, except general queries.
The call centre, manned by 10 staff and split into a financial unit and infrastructure unit, dealt with a total of 3 096 calls, most of which were for queries and reports relating to roads and electricity.
The city’s social media platform also deals with customer complaints and actively communicates messages to residents. Last week uMhlathuze received an award for its excellent social media interaction.
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