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Home Affairs goes hi-tech to streamline client service

Source: Pretoria News, 19/10/2016


Pretoria - Home Affairs Minister Malusi Gigaba has launched a new
departmental contact centre that will bring immediate resolutions to
customers` queries.


The contact centre officially opened a few months ago, he said on
Tuesday, and described it as a multi-platform accessible centre.


"I am quite happy with how it is operating. Nothing less than
high-class services will satisfy South Africans," Gigaba said.


The facility allowed for people to call, e-mail or access the contact
centre via the internet. People can click on an app on the
department`s website to access the centre.


Once a query has been logged through any of these three ports of
access, the operator will be able to resolve them immediately.


For example, should somebody need to track the progress of an abridged
birth certificate application, they can quote their ID number and the
operator can track when the application was made. The operator will
then see the history of the application and what is delaying it or
when it will be ready.


"The operators are able to take 120 calls at a time and we haven`t
experienced any problems so far."


Gigaba said 112 operators had been employed at the contact centre,
eight fewer than the number the centre could allow, and they would
assess its progress to see what additions or adjustments would be
needed.


"The operators have to be polite and courteous. Imagine sitting in
front of a telephone the whole day and answering 120 calls. Some
callers are rude, so the operators have to be polite and calm the
person down and talk them through the process.

"
Deputy director-general for institutional planning and support,
Thulani Mavuso, said all operators had a matric certificate and at
least three years experience at a call centre.


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