OUR READERS’ EXPERIENCES
WE asked readers about their experienceswith the Msunduzi call centre. Vanessa Ganesh: Well it’s really difficultto comment on the attitudeand resolution of problems... if theyDON’T ANSWER THE PHONES!!! Sarika Parmessar: Well, you can callthem, if they answer you are lucky.. Heather Greene: They don’t answer. Vicki Nott: No they dont even answertheir phone.
“Turnaround times especially for fixing potholes as well as reinstatements are still a concern that appeared from customers’ responses,” said Mafumbatha.
The IFP and DA questioned the authenticity of the survey outcome saying it was not a true reflection of the status of the City’s call centre. Desrae Alex Stanley: Our experiencewas shocking. First of all after numerousattempts the phone waseventually answered. But the telephonemanner was shocking to saythe least. The technicians came tocheck the sub station for the problem.Advised they would be back thefollowing day to repair. But nevercame. We tried calling again...afternumerous attempts had to report
Executive committee member Glenn McArthur said one would be lucky to have a phone answered at the call centre let alone it being picked up within five rings. He said at times he had to contact the call centre manager for assistance. Both the DA and IFP recommended that an independent person be appointed to conduct the survey the fault again, and eventually aftertwo weeks our problem was eventuallyresolved. (And that’s cutting along story short.)
Margaret Kent Manning: When theydo answer and put you through tosome one I waited for 40 minutesbefore putting the phone down. Iwas phoning from the UK to solvemy mother’s account!!! STILL notsolved.
in order to obtain reliable data.
ANC councillor Sphamandla Khumalo defended the report saying the councillors should not discard its contents before they had given those who conducted the study an opportunity to explain which tools were used during the assessment.