Cape Town’s customer service department, comprising 192 contact centre agents and 72 night-shift task force agents, handles over 115,000 service requests monthly, delivering exceptional service and accountability. The team operates 24/7, responding to queries through various platforms, including phone calls, emails, SMS, and WhatsApp messages. The City’s response mechanism aims to address multimedia queries within two hours and respond to calls within three to five minutes. The team’s commitment to service excellence is a saga of perseverance, dedication, and commitment to continual improvement.
Discover how Cape Town’s devoted team of 192 contact centre agents and 72 night-shift task force agents handle over 115,000 service requests monthly, with efficient response and accountability, delivering exceptional service.
In the vibrant city of Cape Town, a compelling story of unwavering dedication to service continues to unfold. This tale isn’t spun from grand events or extraordinary incidents, but rather from the everyday diligence and commitment of a team fixated on delivering exceptional service.
The City of Cape Town has recently reported processing approximately 115,000 service requests monthly. Over a 12-month period, from July 2023 to June 2024, this number skyrockets to a staggering 1,377,748 service requests. This impressive figure isn’t just indicative of the city’s vast infrastructure, but also speaks volumes about the effectiveness of a hardworking team operating diligently behind the scenes.
Central to this operation is a customer service department supported by a devoted team of 192 contact centre agents. These agents, grouped into different specialities, perform in eight-hour shifts from the early 7:00 to 21:00 hours. Notably, 55 of these agents are tasked with handling account-related inquiries and general information requests.
However, the city’s commitment to service doesn’t go dormant after sundown. A night-shift task force of 72 agents, operating on rotational shifts, ensures the city’s 24/7 availability to its residents. They tackle requests through various platforms, such as water and electricity, using different mediums like phone calls, WhatsApp messages, emails, and SMS, thus facilitating smooth communication with residents.
The intricacy of their operation is further underscored by the sheer volume of interactions managed daily. These comprise about 2,000 WhatsApp messages, 450 SMSs, and 700 emails processed every day, alongside the 800 to 1,000 email inquiries related to accounts and general information.
Alderman Theresa Uys, the City’s Mayoral Committee Member for Corporate Services, recognises the enormity of their undertaking. She applauds the customer service staff, heralding their achievements as almost unimaginable. She not only acknowledges their efficiency but also emphasises the importance of continual improvement in their service delivery.
The majority of these service requests, as disclosed, relate to electricity-related concerns such as power outages and malfunctioning streetlights, making up 41% of the total. This is closely trailed by water and sanitation issues, including blocked sewers and water disruptions, at 39%. Solid waste problems, including illegal dumping, constitute 11%, while roads and stormwater issues, including potholes and blocked stormwater facilities, account for 3%. Housing and revenue-related issues comprised 3% and 2% respectively.
The City’s response mechanism is as strong as the diverse issues it handles. Multimedia queries in the 24/7 environment aim to be addressed within two hours. The target for call responses is to answer 80% of them within three minutes and the rest within five minutes. Regarding multimedia queries related to accounts and general information, the goal is to respond within seven working days.
In this intricate interplay of service requests and responses, every recorded complaint generates a service request and a reference number. This system promotes accountability and traceability, enabling customers to monitor the status of their request and even challenge its closure via the City’s website or app if the resolution isn’t satisfactory.
The narrative of Cape Town’s customer service is far from over. With each recorded request and resolved query, this story continues to be written. It’s an epic of persistence, dedication, and commitment to service excellence. And while accolades often overlook this behind-the-scenes spectacle, being in the limelight isn’t the objective for this committed team. Their reward, it seems, lies in knowing that their city never sleeps, because they never cease to serve.
Cape Town’s customer service department handles over 115,000 service requests monthly.
The team responds to queries through various platforms, including phone calls, emails, SMS, and WhatsApp messages.
The City’s response mechanism aims to address multimedia queries within two hours.
The target for call responses is to answer 80% of them within three minutes and the rest within five minutes.
The majority of service requests relate to electricity-related concerns such as power outages and malfunctioning streetlights, making up 41% of the total.
Every recorded complaint generates a service request and a reference number, promoting accountability and traceability. Customers can monitor the status of their request and challenge its closure via the City’s website or app if the resolution isn’t satisfactory.
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