Overview

The Joburg Call Centre is a 24-hour-a-day, seven-day-a-week, 365-day-a-year contact centre that logs all customer inquires and complaints regarding all services offered by the City of Johannesburg.

The objective behind setting up the call centre was to ensure that the citizens of Johannesburg no longer had to call numerous numbers to inquire about or request services, or to get a problem solved. This resulted in the call centre's "One City One Number" idea.

The call centre is the main delivery channel for customer service. The City of Johannesburg believes that establishing a call centre was a reflection of its commitment to and care of its staff and customers. It also showed that it was ready to provide the service that customers expected.

The City of Johannesburg had functions similar those done by a call centre, but they were fragmented and disjointed. The single call centre aimed to centralise and formalise those functions into a sophisticated call centre that strived for service performance and organisational efficiency.

The advantages of a call centre include:

• One number serves all and improves service delivery.
• Customer queries and complaints are properly and promptly addressed, and action is taken to solve queries and eliminate public complaints.
• A more functional call-handling process has been put into place, with target response times.
• It ensures that standards are set for key activities related to the call centre that can then be measured.
• Plans have been put in place to achieve and maintain targets.
• An efficient process has been developed to manage call centre internal relationships with other business areas and to identify, review and resolve issues as they arise.
• It enables forecasting and business planning to manage the effect of activity on the operations.

The call centre is divided into three specialist departments:

Emergency Connect - 011 375 5911 - is a 24-hour emergency services call centre where appropriately qualified call centre agents take calls relating to all life-threatening emergencies and from where dispatchers send out appropriate response vehicles, namely ambulances, fire engines, rescue vehicles and metro police.

Care Connect - 011 375 5555 - deals primarily with all general inquiries for public service providers such as querying accounts, billing, meter readings, water, electricity, roads, Metro bus, refuse, traffic fines, and so on. You can also fax your query to 011 375 6555 or e-mail This e-mail address is being protected from spam bots, you need JavaScript enabled to view it

Track and Trace - The Track and Trace team's function is purely to speed up resolution of all queries logged with the City of Johannesburg. On a daily basis, the team traces the logged query or complaint and liaises directly, either by telephone, email or fax with the specific person responsible for the query or complaint.

CONTENTS:

• Care Connect
• Emergency Connect
• Track and Trace
• Frequent Questions