Page 37 - CAO Annual Report 2024/2025

CALL CENTRE DEPARTMENT
CENTRAL APPLICATIONS OFFICE
SINEGUGU MASONDO
Call Centre Supervior
Our Call Centre serves as a vital touchpoint between the organisation and our customers, delivering support, resolving queries, and ensuring a positive customer experience. We are committed to reducing response times and providing accurate, up-to-date information. Over the years, we have implemented tools to enhance efficiency, streamline communication, and elevate overall customer satisfaction.
These initiatives are underpinned by targeted staff training programmes, ensuring that our team is equipped to provide high-quality, responsive service.
A key highlight this year was our performance during the January “Walk-ins” period, the single busiest event in our calendar, where the Call Centre - supported by additional resources, successfully handled 19,667 calls, with 97.55% of those answered within 15 seconds of entering the agent queue.
This achievement reflects the strength of our systems, the effectiveness of our training, and continued focus on putting the customer first. It reinforces our ongoing commitment to service excellence and customer-centric operations.
Call Centre Team (L2)
Patience Moholi
ANNUAL REPORT 2024/2025 | 35