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Celebrating Two Decades of Call Centre Services in Cape Town

December 12, 2023

3 mins read

The call centre in Cape Town has been operating for 20 years and has proven to be a reliable communication platform for routine queries and emergencies, receiving over 640,000 calls from July to November 2023. Despite adjusting its operating hours for the festive season, the call centre guarantees that no compromise is made on the support provided to residents. The city’s commitment to its citizenry through the call centre highlights effective administration and a pledge to its populace.

Celebrating Two Decades of Call Centre Services in Cape Town

Find out how the City of Cape Town’s call centre has consistently served as a reliable communication platform, handling everything from routine queries to emergencies. The call centre’s pivotal role in the city’s administration is highlighted by the whopping 640,000 calls received from July to November 2023. Despite adjusting its operating hours for the festive season, the call centre guarantees that no compromise is made on the support provided to the residents.

Navigating Festivities and Fulfilling Duties

The holiday season invariably ushers in an atmosphere of jubilation and conviviality, marked by familial gatherings, indulgent feasting, and spirited merriment. However, even amid these celebrations, the City of Cape Town stands unwavering in its commitment to its citizenry, highlighted by the ceaseless support offered through its call centre operations. This year holds special significance as the call centre commemorates its 20th year of service, a noteworthy milestone in its journey of aiding the city’s inhabitants.

The Lifeline of Cape Town

In the vibrant canvas that is Cape Town, the call centre serves as a crucial bridge connecting the city’s administration and its residents. It provides an essential line of communication in a city that throbs with vitality, reflecting Cape Town’s pledge to its populace. The call centre has consistently served as a reliable platform, handling everything from routine queries to emergencies. It highlights the city’s effective administration and unwavering commitment to its citizens.

Alderman Theresa Uys, the City’s Mayoral Committee Member for Corporate Services, sheds light on some striking statistics that emphasize the call centre’s pivotal role in the city’s administration. From July to November 2023, the call centre received over 640,000 calls, demonstrating its steadfast commitment to service. Impressively, the centre also handled more than 217,620 emails, addressed 16,493 text message queries, and facilitated 200,220 interactions via WhatsApp.

Commendation from the Citizens

The overwhelming positive reviews from the residents echo the high standard of service provided by the call centre. A formidable count of 106,177 residents rated the call centre near-perfect with a 4.8 out of 5 on the Likert scale for customer satisfaction. Alderman Uys expressed her gratitude and pride in the customer relations team for their relentless efforts and dedication in serving the citizens all year round.

A Change in the Operating Hours

With the onset of the holiday season, the call centre’s operating hours will be adjusted. From 15 December 2023 to 6 January 2024, the call centre will operate from 07:00 to 17:30, from Monday to Friday, and will remain closed on weekends and public holidays. The regular operating hours will recommence from Sunday, 7 January 2024.

Despite the curtailed operating hours, the city guarantees that the change will not disrupt operations. A selection of services will continue to be available round-the-clock to address all service-related issues, inquiries, and grievances. For water-related inquiries, residents can reach the authorities via WhatsApp on 060 018 1505 or email at water@capetown.gov.za. For account and general inquiries, emails can be directed to accounts@capetown.gov.za. Additionally, text message services and an e-services portal on the City’s website are accessible for registering service faults.

Balancing Festivities and Responsibilities

As the City’s call centre modifies its schedule to partake in the festive season celebrations, it ensures that no compromise is made on the support provided to the residents. This is the ethos of Cape Town – a city that rejoices, yet doesn’t waver from its obligations. It’s this harmonious blend of celebration and commitment that sets Cape Town apart as a truly extraordinary city.

As the cityscape sparkles with the festive lights and the air resounds with the harmonious tunes of the season’s greetings, the City of Cape Town extends its heartfelt wishes to all its residents. It gently nudges them about the modified operating hours and reassures them of its unwavering support. Thus, as Cape Town concludes another fruitful year of exceptional citizen service, it stands as a symbol of hope and commitment, illuminating the way towards a thriving new year ahead.

1. How long has the call centre in Cape Town been operating?

The call centre in Cape Town has been operating for 20 years.

2. How many calls did the call centre receive from July to November 2023?

The call centre received over 640,000 calls from July to November 2023.

3. What are the operating hours of the call centre during the festive season?

From 15 December 2023 to 6 January 2024, the call centre will operate from 07:00 to 17:30, from Monday to Friday, and will remain closed on weekends and public holidays.

4. How can residents reach the authorities for water-related inquiries during the festive season?

Residents can reach the authorities for water-related inquiries via WhatsApp on 060 018 1505 or email at water@capetown.gov.za.

5. How did residents rate the call centre’s customer satisfaction?

106,177 residents rated the call centre near-perfect with a 4.8 out of 5 on the Likert scale for customer satisfaction.

6. Will the change in operating hours during the festive season affect the support provided to residents?

Despite the change in operating hours during the festive season, the city guarantees that no compromise will be made on the support provided to the residents. A selection of services will continue to be available round-the-clock to address all service-related issues, inquiries, and grievances.

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Celebrating Two Decades of Call Centre Services in Cape Town

Celebrating Two Decades of Call Centre Services in Cape Town