The metro is refining its service delivery machinery to live up to the expectations of its residents.<\/p>\n
Following the recent launch of the service delivery app called My Ekurhuleni App, the metro is capacitating its call centre through retraining of agents.<\/p>
This will allow the metro to continue to give excellent service to those who still prefer to talk to a call centre agent for assistance.<\/p>\n
The retraining is aimed at addressing the concerns of residents about the treatment they receive from call centre agents and the handling of issues reported through the call centre.<\/p>
The agents will undergo retraining on the processes and procedures to follow when calls come through the call centre.<\/p>\n
The call centre\u2019s supervising personnel will also be undergoing retraining, which will ensure that they follow a standard procedure of listening to the agents\u2019 recorded calls at least twice a week to monitor the agents\u2019 interaction with callers.<\/p>\n
In case of complaints, the supervisors are expected to listen to the call complained about immediately or within a reasonable time.<\/p>\n
During the retraining, the call centre agents will be refreshed on attentive listening when taking a call and finding and providing relevant information to the caller among other things.<\/p>\n
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ALSO READ:<\/span><\/p>\n Illegal power connections targeted to restore stable network in Germiston<\/a><\/p>\n More members beef up EMPD Equestrian Unit<\/a><\/p>\n <\/p>\n They will also be retrained on basic people\u2019s skills.<\/p>\n To lodge a complaint or concern, a resident may send an email to callcentresupervisors@ekurhuleni.gov.za at any time.<\/p>\n The concern will be attended to immediately.<\/p>\n If it is established that an agent is at fault, internal disciplinary procedures will follow.<\/p>\n People can call 0860 543 000 or use My Ekurhuleni App to report any service delivery incident.<\/p>\n <\/p>\n Have a story?<\/strong><\/p>\n Contact the newsroom by emailing: Melissa Hart (Editor)\u00a0<\/span>germistoncitynews@caxton.co.za<\/a><\/strong> or Leigh Hodgson (News Editor)\u00a0<\/span>leighh@caxton.co.za<\/a>\u00a0<\/strong>or\u00a0Kgotsofalang Mashilo (journalist)\u00a0kgotsofalangm@caxton.co.za<\/strong><\/a><\/p>\n Remember to visit the Germiston City News on the following social media platforms:<\/p>\n Facebook<\/a><\/strong><\/p>\n Twitter<\/a><\/strong><\/p>\n Instagram<\/a><\/strong><\/p>\n YouTube\u00a0<\/a><\/strong><\/p>\n Or add the GCN on\u00a0<\/b><\/span>WhatsApp 079 406 1181<\/strong>\u00a0<\/span>or\u00a0BBM (BBM Pin: 7F102137)<\/strong>\u00a0<\/b><\/span>today, to get all the latest news.<\/p>\n Catch-up on more local news with our sister newspapers\u00a0<\/span>Bedfordview Edenvale News<\/a><\/strong>,\u00a0<\/span>Alberton Record<\/a><\/strong>\u00a0and\u00a0<\/span>Kempton Express<\/a><\/strong>.<\/p>\n