Metro’s response to call centre frustrations
What is the use of the Ekurhuleni call centre if one gets “absolutely no joy” from it?
This is the question a number of complainants have asked the Advertiser.
“Contractors only arrive on site days after a query has been logged,” a resident from Plantation said.
“Water restrictions have been implemented due to a drought, but there’s absolutely no urgency in repairing a burst water pipe.”
The Boksburg Advertiser asked the metro the following questions, which have been answered by EMM spokesperson, Themba Gadebe.
Q: When I phone the call centre to log a query, do I speak to a qualified person who has received training?
A: From the call centre you will always be assisted by a qualified and trained call centre agent, who is equipped with the knowledge and expertise to handle your query in a satisfactory manner.
Q: After explaining my problem, why do I sometimes have to ‘hold’ for another person? At times, I continuously have to ‘hold’ for someone.
A: The only time you will be asked to ‘hold’, is if you require the assistance of a different or a higher person, such as another agent, team leader or supervisor.
Q: What is the importance of logging a query with the call centre and getting a reference number?
A: A reference number is a unique tracking code, in case there are further enquiries or follow-ups regarding the same enquiry.
Q: Please explain the process a query goes through from the moment it has been logged.
A: Once a query has been logged, it goes through automatic dispatching and allocation to the relevant contractor – handling all queries in the area concerned. Upon logging, the customer will receive his/her unique code pertaining to the enquiry presented. The contractor will then attend to the query, resolve it and close the call.
Q: Please explain the term ‘turnaround time’?
A: ‘Turnaround time’ is the term given to the overall process of dealing with a specific query, after logging it with the call centre until resolution; taking into account the work load and resources required. The metro has different turnaround times for different departments.
Q: What is the correct number to dial for the call centre?
A: The correct number to dial for the call centre for all Ekurhuleni residents, is 0860 543 000.
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