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Article: Call centre improves fund's efficiency.(Workplace)
- Article from:
- The Star (South Africa)
- Article date:
- August 30, 2006
CopyrightCOPYRIGHT 2006 Independent News & Media PLC. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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BYLINE: Workplace Satff
The Department of Labour recently launched a call centre line to assist workers who needed to claim from the Compensation Fund.
The call centre has drastically reduced the number of calls to the main switchboard, thereby enabling staff to focus on processing claims from injured employees.
According to Phineas Mothiba, acting compensation fund commissioner, calls have decreased by 61% and those to sections of the fund went down by 71% since January.
"We are aiming to achieve a 70% first call resolution of all queries that come through the call centre," Mothiba says. "With a full staff complement of dedicated call centre agents, it ...