ECDoE restores its Call Centre (24 January 2012); Eastern Cape Department of Education

ECDoE restores its Call Centre

Posted on Tuesday, 24 January 2012
Article by Cheera-Dee Robinson

On the 11 January 2012 marked the day the Eastern Cape Department of Education’s (ECDoE) Call Centre was fully operational at Head Office, to deal with the many concerns raised by external stakeholders and customers.

The call centre has been very cleverly set up, where a back office from crucial directorates that include: Human Resources (HR), Learner Teacher Support Material (LTSM), Infrastructure, School Nutrition, Scholar Transport and Supply Chain Management has been placed to deal directly with the customers’ complaints, in order for the call centre to meet its turnaround time.

Specialist Consultant, Thabisile Khanyile from the Office of the Premier deployed to ECDoE produced the concept document of the Call Centre. She worked closely with Benedict Khohliso Director of Information Technology and Systems Infrastructure (I.T) as a result of their hard labour, true dedication and a positive attitude, the call centre was opened. IT Specialist service provider provided the software, trained the staff on the system and are still giving the staff at the call centre support in the early stages of their new venture.

With a clear vision and direction Khanyile says: “We are the link between the clients and the department, we would like to close the gap and I know that with the help of management and the commitment of staff this will be a success.”
When contacting Namhla Quza a public member from Port Elizabeth District to ask about the service she received from the centre on the 12 January 2012 she responded saying “I was very happy with the service I got, I was referred to Mr Botha, who helped me with my problem and if I have any other problem I will phone the centre again.”

If any client or stakeholder has a query, complaint or comment you can call the centre on:

Tel: 0860 638 636
Fax: 0862 169 749
E-mail: customercare@edu.ecprov.gov.za

“The Call Centre is happening, we are taking it to newer heights, 2012 is our year” concludes Khanyile with great conviction.

Article Tags: Call Centre, customer care