City of Harare launched the Customer Care Centre (CCC) in April 2015 as part of its customer relationship management strategy.
The CCC was set up to improve interaction between council and residents through phone calls, email, social media and live chat. However, it seems council is facing challenges with the centre stemming from malfunctioning software. A reliable source at Town House told Harare News that the call centre software regularly malfunctions thereby disrupting communication.
“The software should be able to handle a variety of communications such as telephone calls, social media, web chat, and emails, but most functions are not operational. Council purchased the software at a cost of $7,000 while other software for the same job ranges between $70,000 and $80,000,” said the source who preferred to remain anonymous.
The source added that residents used to call the centre frequently when it was first operational, but explained that they were no longer doing so after experiencing connection problems attributed to the ‘cheap’ software.
The City’s acting corporate communications manager, Michael Chideme, refuted these claims. “The centre is not experiencing challenges per se. This is a new baby on the block so we learn as we go and make improvements. The thing with customer care centres is that you have to improve the software from time to time as the need grows,” explained Chideme.
The CCC enables residents to call council with complaints, compliments, to book appointments with senior council officials, as well as to check their bills. Chideme told Harare News that the CCC had functioning telephones, an email system, social media and had recently introduced live chat, “But council will continue to make improvements to the centre as we go.”
To contact the City of Harare Customer Care Centre please phone: 750655, 772593, 750667, 771551
Image: City of Harare Customer Care Centre