The Service Call Centre (SCC) is the single point of contact for all clients’ incident reporting, queries and requests for new services. It provides first line support which has the capacity to resolve most incidents at source, limiting the number of calls having to be escalated to second and third lines of support. The SCC operates in line with the ITIL framework and is equipped with the latest technologies, including interactive voice response telephony, service dashboards, reports, knowledge base repositories and remote support tools. The Centre operates 24 / 7 and is reachable through several channels, primarily live chat, telephone, email and specific portals.
On a daily basis, it receives approximately 500 calls, 250 emails and 250 requests.