Home affairs blames lockdown, COVID-19 regulations on 273 760 dropped calls in 2021/22 financial year. hotline CallCentre CustomerContact HomeAffairs HomeAffairsSA
More than 270 000 calls were dropped by clients before they received assistance via the Department of Home Affairs’ call centre during the 2021/22 financial year.
In the response, the DHA says its hotline number received a total 602 607 calls for the period under review.The home affairs department’s hotline was createdafter a survey showed citizens wanted to have their enquiries answered before they applied for services.However, many citizens have expressed their frustration at the long wait times to receive the necessary assistance, or complain their calls go unanswered.
On the other hand, 60% of calls relating to information requests − for example, how much is an enabling document, which documents are required to apply for enabling documents, how to apply online, how to change an online application, live capture offices and location of offices, and status updates on an application process − are to be resolved within the first call.It further indicates the call abandonment rate is 20%.
According to the DHA, all service levels for the period under review, with the exception of the call abandonment rate, were achieved.
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