eThekwini to upgrade customer call centre
eThekwini residents’ frustrations about water supply shortages are often compounded by their calls to the municipality going unanswered or being made to hold for a lengthy period.
The municipality says there are plans to improve efficiency at its customer contact centre, with a revamp of the system in the works.
Presenting his report to EXCO this week, Water and Sanitation Unit head Ednick Msweli revealed that they had received 80 000 calls and over 38 000 WhatsApp chats last month.
He has blamed budget constraints for the delayed plans to overhaul the customer contact centre.
READ: eThekwini expecting ‘bumper’ Easter weekend
Now with the revamp plans afoot, officials are promising calls will be picked up within 30 seconds.
The City says it'll upgrade its messaging channel to allow for the automatic logging of faults and provide updated feedback to customers.
There are also plans to widen the pool of fault reporting channels.
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