MLM VOIP call centre up and running

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GK CRONJE

17 November 2020

MLM is establishing a 16-hour service for the clientele community of Msukaligwa who wishes to log in a service, or to get information from 06:00- 20:00.

Media Statement - MLM is establishing a 16-hour service for the clientele community of Msukaligwa who wishes to log in a service, or to get information from 06:00- 20:00. MLM is now using a toll free number to make it easier for the customers to reach the municipality, which is 0800 0149 03. The municipality has installed a contact centre solution system, which includes, among others, the soft phones (it enables voice over internet protocol (VOIP) telephone calls from computer devices, work in conjunction with headset. It records the interaction between agents and callers. The system has statistics wall board, which track important information, such as how long it takes agent to answer, how many calls they’ve taken, how many they’ve missed, average call time and who answers the most calls.

The contact centre has a multichannel communication (USSD, e-mail, WhatsApp). The USSD works on all phones, across all cellular networks, and no internet connection or data needed. The USSD code is *134*3043#. The USSD will commenced on or before Monday, 23 November 2020. The SMS function will assist the municipality to send SMS’s out to residents or clients, informing them about planned maintenance or outages. The e-mail address is contactcentre@msukaligwa.gov.za, you may send a WhatsApp message, voice note or video to 079 503 6729. The role of the community members and customer are to report and log in interruptions, to provide clear and concise information about the interruption area, and to make a follow-up using the reference number.

The role of the contact centre agent entails answering the calls, logging of queries on the system, giving reference numbers and information to customers, and to dispatch queries out to technicians. The role of the technician is to attend to the query, report back to the contact centre agent on the progress, or lack thereof. The municipality is currently training the agents on new system.

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