a) Total number of calls to the Home Affairs Hotline number for the 2021-22 financial year
b) The Contact Centre service level targets are as follows:
c) All service levels for the period under review, with the exception of the call abandonment rate were achieved. This was due to the centre operating at 50% capacity to ensure compliance with the lockdown and Covid-19 regulations as passed by the President of the Republic of South Africa and the World Health Organization.
d) The first call resolution percentage for the financial year 2021-22 was 61%.
e) At the moment there are no systems to measure customer satisfaction levels. The Centre however has a quality assurance unit that ensures that quality interactions happen and that clients are treated in line with the public service code of conduct and that the Bathopele principles are upheld. Where breakdowns in quality assurance are identified, coaching and calibration sessions are arranged to address the gaps. Where misconducts are identified, corrective measures are instituted accordingly.
The Department is in the process of procuring the latest Contact Centre solution with customer satisfaction surveys and questionnaire modules and feedback mechanisms to cover all elements of customer relationship management.
f) The Contact Centre does not have the customer satisfaction measurement module; as such the satisfaction level could not be measured.
g) The total number of Contact Centre Agents on the approved Home Affairs Contact Centre organizational structure is 120. The total number of agents for the 2021-22 financial year was 94. During this period the Contact Centre operated on a rotation system catering for 50% capacity per shift to ensure adherence to the Lockdown and Covid 19 regulations. The Centre therefore had on average 42 agents per shift excluding those with comorbidities and those on isolation as a result of the Covid-19 infections.
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