Call centre scores an ‘A’
Positive survey contradicts deluge of residents’ complaints
That’s the rating the Msunduzi call centre agents have received in a recent in-house survey on the conduct of its employees when handling ratepayers’ complaints. This is despite the ongoing outcry about the lack of service from the controversial call centre.
Opposition parties cried foul at news of the favourable rating, slamming it as flawed.
Instead, they want an independent survey to be commissioned to gauge the performance of the call centre.
The Witness has reported extensively on the complaints from both councillors and ratepayers about the difficulties they face when attempting to contact the City’s call centre. Often, residents and councillors complained that the phones rang unanswered and some ratepayers accused the call centre agents of not forwarding their matters to the relevant departments and dropping calls mid-conversation.
In August, the Batho Pele sub-unit conducted a small scale service quality assessment — of 80 cases — to determine the standard of service that customers received when they contacted the municipality.
According to a recently released report, the assessment aimed to find out customers’ perceptions on how City employees treated them when they phoned Msunduzi and the manner in which reports about the interruption of municipal services were handled “to the satisfaction of the customer”.
The report by the City’s manager for communications and intergovernmental relations, Thobeka Mafumbatha, said telephonic interviews were conducted where customers were asked about the treatment they received from the agent and whether the problem they were complaining about was addressed. The assessment revealed that 90% of the 80 customers interviewed were satisfied with the conduct of the employees during the reporting process of their complaint.
“Customers’ feedback points out that their phone calls were answered within five rings thus in line with the service standards as prescribed in the customer service charter,” said Mafumbatha.
While the call centre employees received a rating of excellent on their conduct, Mafumbatha said this was a decrease from a 96% score from a survey conducted in July.
On the service delivery standards the City received an “average”, as only 59% of the 80 complaints were found to have been attended to and resolved to the customers’ satisfaction, while 21 cases were still unresolved.
The water department attended 55% of 20 cases reported at the call centre during the period surveyed. This was a decline from 85% achieved in July. Road and transportation also failed to surpass the 40% achieved in July as only 10% of the cases were resolved.
The electricity department also experienced a 10% decline as they attended 80% of the cases that were referred to them by the call centre.