By Tammy O'Reilly
THE City's call centre, Joburg Connect, and Pikitup have joined forces to streamline customer queries.
Pikitup, the City's waste management service provider, and Joburg Connect have signed a service level agreement "to ensure that callers with waste related queries are dealt with promptly and efficiently". Customers now only need to dial one number, Joburg Connect on 375 5555.
"The signing of the agreement not only opens up new opportunities for Joburg Connect and Pikitup, but will also ensure the rendering of a more convenient and efficient service to the public," said Joburg Connect director Fiona Read.
The agreement includes monitoring calls, conducting customer satisfaction surveys, training contact centre agents and monitoring feedback from customers.
"This is a significant moment for the citizens of Joburg. This relationship will benefit our customers and reinforce Pikitup's commitment to service delivery," said Pikitup acting manager Similo Dingaan.
Pikitup's contact centre alone currently handles in the region of 14 000 calls a month and after hours and weekends calls are already being diverted to Joburg Connect.
The new service provides a direct link to Pikitup, instead of the customer having to go through various channels before a call is attended to. On dialling Joburg Connect, a caller will be given several options related to services and enquiries. Dialling 4 will transfer the customer directly to Pikitup.
"This agreement is what we call a seamless link that will yield positive results in the long term," said Pikitup spokesperson Marius de Villiers.
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