Enhancing customer interactions and reducing costs are the number one goals of any successful call center. When customers buy an important product from a company, they trust that the company will support them once the sale is complete. In many cases, the companies don’t meet consumers’ expectations. One company is working hard to make sure that doesn’t happen.
The BCC (Bulawayo City Council) has opened a new call center, with the help of the Australian Government, which is aimed at improving customer relations and service delivery with residents and stakeholders. “The Australian Government has been pleased to support BCC work to improve services to residents,” said Claire Chivell, AusAID representative.
The call center is expected to reduce response times for emergencies, increase interactions between council and residents, and offer a brand-new 24-hour access line available to all residents at no cost. The new access line will give consumers a chance to report emergencies, ask billing questions, and even give feedback to local authorities.
In addition, the call center has helped the city win a public sector award as the most customers focused local authority because of its customer service initiatives it has begun putting in place. The Bulawayo mayor, Councillor Thaba Moyo said these new programs are important.
“We recognized that in the global economy, a lot has changed and this initiative has also changed the face of municipality. While this may be a relatively new concept in the country for local authorities, it is my hope that it will facilitate better understanding of customers and also benchmark council activities, at the same time monitoring customer satisfaction,” said Moyo.
Moyo said that new contact center was designed with state-of-the-art technology. “The contact center is fully furnished with top of the range high-tech equipment for speedy and excellent services. It is nothing short of a modern technologically advanced futuristic call center. It has the capacity to provide a tracking mechanism for service provision against international set standards in order to improve response times,” said Moyo.
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