Health department call centre showing the way

FOR more than a decade, the Eastern Cape Department of Health has been running a call centre which is so successful that other government departments want it to run their centres as well.

The East London-based call centre – which was started in 2004 – has more than 60 employees, nine of whom are disabled.

“This call centre was established to accelerate service delivery. We wanted a way for the people to easily reach the department,” provincial health spokesman Sizwe Kupelo said.

“Members of the public, disgruntled former employees wanting their pensions, and even suppliers wanting to be paid can all contact the call centre.”

Kupelo said the call centre was run by department staff.

“Since the beginning of January until now, the centre has dealt with more than 6 000 calls.

“Once the calls are received, they are handed to team leaders who contact the affected area of the department, whether it is finance, clinical or HR.

“After the matter has been resolved, the centre agents call the complainant to find out if they are happy with the resolution.”

Call centre manager Zandisile Ntlube and Kupelo said the presidential hotline was managed provincially through the Department of Health’s call centre.

“The Department of Social Development and the Office of the Premier are coming on board as well,” Kupelo said.

“It is encouraging when we see other government departments recognising our success story and allowing us to extend it to their space,” he said.

The toll-free number is 080-0032-364.