| City logging nearly 115 000 service requests per month | <span><p></p></span><p>The City's Call Centre has a dedicated team of approximately 192 contact centre agents, with 55 agents handling queries related to accounts and general calls for information. They work eight-hour shifts between 07:00 and 21:00. Up to 15 agents are focused on managing queries related to accounts and general via email, and they are processing between 800 to 1 000 emails every day.</p><p>Our 24/7 operations are supported by another 72 agents working rotational shifts. They deal with service requests, including multiple platforms for water and electricity – these agents handle calls, WhatsApp messages, emails, and SMS. They process on average, approximately 2 000 WhatsApp messages, 450 SMS, and 700 emails every single day.<br></p><span><figure class="subtopic-fullsize-img"><img src="https://resource.capetown.gov.za/cityassets/Media%20Images%202/complaints%20eg%201.png" class="responsive" alt="" style="width:951px;" /> </figure></span><p>'It is important for us to highlight the significant work that the City's customer service staff are doing on a day-to-day basis. Looking at the volumes, I have to say it is near-miraculous. The teams are well trained, dedicated, and efficient, and do all they can to get the service requests channelled to the relevant City departments so that residents can be assisted, and challenges resolved. I want to commend the team for their excellence, and at the same time, encourage the Customer Relations Centre to keep on exploring ways of improving our service offering. Our residents surely appreciate the unit's dedication and commitment,' said the City's Mayoral Committee Member for Corporate Services, Alderman Theresa Uys.</p><p><strong>The top 20 service requests from residents for this period are as follows:</strong></p><ul><li>Electricity-related, such as power outages and defective streetlights: 41%</li><li>Water and Sanitation related, among which blocked sewers and water disruptions: 39%</li><li>Solid Waste, including illegal dumping: 11%</li><li>Roads and Stormwater, including blocked stormwater infrastructure and potholes: 3%</li><li>Housing related: 3%</li><li>Revenue: 2%</li></ul><p><strong>Average turn-around times:</strong></p><ul><li>Multimedia in the 24/7 environment: We strive to respond within two hours</li><li>Calls: Our goal is to answer 80% of calls within three minutes and the balance within five minutes</li><li>Multimedia in Accounts and General: Generally, responses are provided within seven working days.</li></ul><p>When a complaint is logged, a Service Request is created, generating a reference number. Customers receive notifications via SMS or email about the request and reference number. Subsequent notifications update the customer on the status of their request, including progress and completion. If a request is closed without resolution or adequate explanation, customers can dispute the request via the City's Website or App. Residents are advised to note that logging the same request multiple times does not alter its order in the queue but rather adds to the number of queries on the system. </p><p><strong> </strong></p><p><strong>End</strong> </p><p><br></p> | 2024-07-31T22:00:00Z | GP0|#1d539e44-7c8c-4646-887d-386dc1d95d70;L0|#01d539e44-7c8c-4646-887d-386dc1d95d70|City news;GTSet|#62efe227-07aa-45e7-944c-ceebacca891d | | | | | GP0|#c90f539a-b8d8-4b0b-b2bc-828b0f981471;L0|#0c90f539a-b8d8-4b0b-b2bc-828b0f981471|Call Centre;GTSet|#2e3de6c1-9951-4747-8f53-470629a399bb;GP0|#7683cb69-d855-498f-94a4-dd6c3e01c2a1;L0|#07683cb69-d855-498f-94a4-dd6c3e01c2a1|Service Request | 1 | | | | | | | | | | | 0 |
