Metro spokesperson Themba Gadebe said this indicates the call centre is growing in popularity as a means for residents to resolve service delivery issues.
“In November, last year, the metro recorded a 3 000 000 caller mark so to already have recorded 4 000 000 callers in early September is a milestone and an improvement on last year.
“With this achievement comes the improvement in the overall performance offering of the call centre.
“The percentage of calls being answered within 20 seconds has increased and the percentage of calls not answered has decreased.
“The average speed of answering calls has also improved – on average, it takes about 15 seconds for a call to be answered. This is counted from when the customer selects the relevant queue option to the time the call is answered,” Gadebe said.
He explained the call centre can expect to receive on average 100 000 calls per month.
“The service level achieved by the call centre in August was 98.7 per cent and the abandoned (dropped calls) rate was 0.03 per cent, with the average speed to answer a call being one second.
“The metro will continue to find innovative solutions to the technical glitches the call centre experiences from time to time,” Gadebe concluded.
Residents can contact the call centre on 0860 543 000.
