Interventions to drive call centre efficiency and agility

FOLLOWING numerous complaints from the community on the call centre, a new working model has been identified. This was revealed at a steering committee meeting recently.

Acting City Manager Nelisiwe Ngcobo agreed that there were challenges, the roots of which varied, but she assured councillors that a solution to this effect had been identified. One of the solutions to the challenges is that all calls will from now on be recorded for quality control purposes. The manager in the City Manager’s Office Ms. Madeleine Jackson, who was also part of the meeting, said another challenge was that customers could not be put on hold while others were being attended to. The intervention identified is that the system must advise customers what number they are in the queue as well as the time they are likely to wait on average.

“The kind of technologies we are trying to employ is of a similar scale as at the South African Revenue Services which is able to advise a customer what their average waiting time is in the queue before they can be attended to,” said Ms. Jackson.

She also advised members of the committee that it was difficult to advise them how long this is going to take seeing that it is towards the end of the financial year and that

they are also trying to increase call centre staff numbers:

“Currently we have five people per shift and we are trying to increase them to about eight so that we are able to meet satisfactory working standards,” she added.