Cape Town’s customer service department, comprising 192 contact centre agents and 72 nightshift 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.
