EThekwini Mayor Councillor Mxolisi Kaunda with Nomalizo Madikiza, a Manager at the Contact Centre during an Executive Committee oversight visit to call centres.

TO ENSURE a seamless customer experience and improved service delivery, a decision has been taken by the City to integrate the City’s three call centres. EThekwini Mayor Councillor Mxolisi Kaunda led members of the Executive Committee on 19 July on an oversight visit to the Municipal call centres to assess their functionality.

Currently, the Municipality has three call centres for Water, Electricity and Revenue Services respectively. Mayor Kaunda said the backlog at the City’s call centres is a major challenge for residents and following a study to determine the effectiveness and functioning of these call centres, a decision to integrate them was taken. Mayor Kaunda was confident that in the next three months the integration process will be completed. “We are working to get the new system up and running with the aim of achieving improved customer satisfaction. We have also tasked senior management to iron out all labour related matters, so it doesn’t hinder the integration process,” added Mayor Kaunda.

simphiwe.dlamini@durban.gov.za