Joburg Call Centre

Joburg call centre
Joburg call centre Overview Why a call centre? The City offers a single point of telephonic contact for all citizens in Johannesburg in order to streamline its service to you. The contact centre handles all queries, suggestions, comments and complaints. Please note, that unless you have logged a call with the call centre or Service centre, and received a reference number, your query will not receive any attention by the relevant department and resolution will not take place. In the event that a call cannot be handled at first point of contact, a service ticket will be logged for the appropriate department’s resolution. A reference number will be given to you which enables you to follow up on progress on this service ticket to finality. The call centre operates 24/7 365 days a year on 0860 56 28 74 or 0860-JOBURG. All calls are recorded for both training/coaching purposes. By phoning Joburg Connect you can; Check your account balance. Please note there is a self-service option that will give you your current statement balance should you not wish to hold for an agent. Request a current statement be sent via e-mail. Confirm your contact details. Please note only a postal address, telephone numbers and e-mail addresses can be changed by an agent. Phone in meter readings. Enquire about payment related queries. Enquire about deposit information. Log your query Once you have dialled 0860 56 28 74/0860-JOBURG, a voice recording will guide you to the appropriate option: There are a range of these: Option 1 - Account and billing queries/ self-help balance enquires. Please remember to have your account number available. Option 2 – City Power. Please note that this option only deals with technical queries. Option 3 – Joburg Water. Please note that this option only deals with technical queries. Option 4 – Pikitup/refuse removal. Please note that this option does not deal with billing related enquiries. Option 5 – Roads queries. Option 6 – Metrobus and Rea Vaya queries. Option 0 – All other city related enquires not covered above. It is also possible to fax your enquiry to 011 358-3408/09 or email joburgconnect@joburg.org.za Emergency Connect Emergency Connect deal only with life threatening calls and can be contacted on 011 375-5911 or 10177. Life threatening emergencies apply only to a request for the services of the fire brigade, ambulances or Joburg Metro Police. The call centre is the main delivery channel for customer service. The City of Johannesburg believes that establishing a call centre was a reflection of its commitment to and care of its staff and customers. It also showed that it was ready to provide the service that customers expected. The City of Johannesburg had functions similar those done by a call centre, but they were fragmented and disjointed. The single call centre aimed to centralise and formalise those functions into a sophisticated call centre that strived for service performance and organisational efficiency. The advantages of a call centre include: One number serves all and improves service delivery. Customer queries and complaints are properly and promptly addressed, and action is taken to solve queries and eliminate public complaints. A more functional call-handling process has been put into place, with target response times. It ensures that standards are set for key activities related to the call centre that can then be measured. Plans have been put in place to achieve and maintain targets. An efficient process has been developed to manage call centre internal relationships with other business areas and to identify, review and resolve issues as they arise. It enables forecasting and business planning to manage the effect of activity on the operations. How is the call centre structured? The call centre is divided into three specialist departments: Emergency Connect - 011 375 5911 - is a 24-hour emergency services call centre where appropriately qualified call centre agents take calls relating to all life-threatening emergencies and from where dispatchers send out appropriate response vehicles, namely ambulances, fire engines, rescue vehicles and metro police. Care Connect - 0860 562 874 - deals primarily with all general inquiries for public service providers such as querying accounts, billing, meter readings, water, electricity, roads, Metro bus, refuse, traffic fines, and so on. You can also fax your query to 011 375 6555 or e-mail joburgconnect@joburg.org.za This is a customer relations call centre. A single contact number is used to assist the public with queries relating to municipal services. Why call this number? It is a 24-hour, seven-day-a-week, 365-day-a-year number to log inquires or complaints like billing issues, meter readings, reports of burst pipes, out of order robots, electricity, water, refuse, traffic fines, Metro bus and others, and to follow up on the progress being made in resolving the problem. What happens when you call this number? A call agent answers the call. The caller is asked to give his or her name, account number (if required) and telephone number. The call agent logs details of the inquiry or complaint. The call agent issues a reference number. The call agent sends logged details to the relevant service provider for resolution. What if the call agent cannot help you? The caller gets a reference number, which he or she uses when calling Joburg Connect back to find out the progress being made on the specific complaint.
Joburg call centre

Joburg call centre

Joburg call centre

Overview

Why a call centre?

The City offers a single point of telephonic contact for all citizens in Johannesburg in order to streamline its service to you. The contact centre handles all queries, suggestions, comments and complaints.

Please note, that unless you have logged a call with the call centre or Service centre, and received a reference number, your query will not receive any attention by the relevant department and resolution will not take place.

In the event that a call cannot be handled at first point of contact, a service ticket will be logged for the appropriate department’s resolution. A reference number will be given to you which enables you to follow up on progress on this service ticket to finality.

The call centre operates 24/7 365 days a year on 0860 56 28 74 or 0860-JOBURG. All calls are recorded for both training/coaching purposes.

By phoning Joburg Connect you can;

Check your account balance. Please note there is a self-service option that will give you your current statement balance should you not wish to hold for an agent.
Request a current statement be sent via e-mail.
Confirm your contact details. Please note only a postal address, telephone numbers and e-mail addresses can be changed by an agent.
Phone in meter readings.
Enquire about payment related queries.
Enquire about deposit information.
Log your query

Once you have dialled 0860 56 28 74/0860-JOBURG, a voice recording will guide you to the appropriate option:

There are a range of these:

Option 1 - Account and billing queries/ self-help balance enquires. Please remember to have your account number available.
Option 2 – City Power. Please note that this option only deals with technical queries.
Option 3 – Joburg Water. Please note that this option only deals with technical queries.
Option 4 – Pikitup/refuse removal. Please note that this option does not deal with billing related enquiries.
Option 5 – Roads queries.
Option 6 – Metrobus and Rea Vaya queries.
Option 0 – All other city related enquires not covered above.

It is also possible to fax your enquiry to 011 358-3408/09 or email joburgconnect@joburg.org.za

Emergency Connect

Emergency Connect deal only with life threatening calls and can be contacted on 011 375-5911 or 10177.

Life threatening emergencies apply only to a request for the services of the fire brigade, ambulances or Joburg Metro Police.

The call centre is the main delivery channel for customer service. The City of Johannesburg believes that establishing a call centre was a reflection of its commitment to and care of its staff and customers. It also showed that it was ready to provide the service that customers expected.

The City of Johannesburg had functions similar those done by a call centre, but they were fragmented and disjointed. The single call centre aimed to centralise and formalise those functions into a sophisticated call centre that strived for service performance and organisational efficiency.

The advantages of a call centre include:

One number serves all and improves service delivery.

Customer queries and complaints are properly and promptly addressed, and action is taken to solve queries and eliminate public complaints.

A more functional call-handling process has been put into place, with target response times.

It ensures that standards are set for key activities related to the call centre that can then be measured.

Plans have been put in place to achieve and maintain targets.

An efficient process has been developed to manage call centre internal relationships with other business areas and to identify, review and resolve issues as they arise.

It enables forecasting and business planning to manage the effect of activity on the operations.

How is the call centre structured?

The call centre is divided into three specialist departments:

Emergency Connect - 011 375 5911 - is a 24-hour emergency services call centre where appropriately qualified call centre agents take calls relating to all life-threatening emergencies and from where dispatchers send out appropriate response vehicles, namely ambulances, fire engines, rescue vehicles and metro police.

Care Connect - 0860 562 874 - deals primarily with all general inquiries for public service providers such as querying accounts, billing, meter readings, water, electricity, roads, Metro bus, refuse, traffic fines, and so on. You can also fax your query to 011 375 6555 or e-mail joburgconnect@joburg.org.za This is a customer relations call centre. A single contact number is used to assist the public with queries relating to municipal services.

Why call this number?

It is a 24-hour, seven-day-a-week, 365-day-a-year number to log inquires or complaints like billing issues, meter readings, reports of burst pipes, out of order robots, electricity, water, refuse, traffic fines, Metro bus and others, and to follow up on the progress being made in resolving the problem.

What happens when you call this number?

A call agent answers the call.

The caller is asked to give his or her name, account number (if required) and telephone number.
The call agent logs details of the inquiry or complaint.
The call agent issues a reference number.
The call agent sends logged details to the relevant service provider for resolution. What if the call agent cannot help you?
The caller gets a reference number, which he or she uses when calling Joburg Connect back to find out the progress being made on the specific complaint.

Joburg call centre