KHARMEN HUMAN IS THE CITY’S 2023 CALL CENTRE AGENT OF THE YEAR
“Stay calm, stay focused, listen attentively and allow the client to say what he/she wants to say before you react”: this is the sound advice of the winner of this year’s City of Ekurhuleni Road to Excellent Service Awards in the annual Call Centre competition – Kharmen Human.
Human walked away with the award which makes the Call Centre Agent of the Year on Monday, 20 November. This competition was introduced by the City in 2021 to improve the quality of service at City’s Call Centre. Human says that she is extremely excited that her hard work and dedication had ultimately paid off.
“I have been waiting for this award for a very long time. This is the type of motivation that one needs from an employer that cares It is proof that hard work, persistence, being self-driven, and going out there to serve to the best of your ability works,” says the elated agent.
The evaluation criteria for the competition included, attendance, occupancy, service delivery rate, calls dropped, unanswered calls, average duration, calls answered per hour and actual and average ringing time.
“Ranking was also based on consistency, which means you are not only delivering good service when you are in a good mood and a bad one when you are in a bad mood. It was based on absolute outstanding performance and 100% consistency throughout the year. This is in line with the city’s aim of giving outstanding customer service to our people at all times,” explains city spokesman Zweli Dlamini, congratulating Human on her success.
“This is not an easy job but to have someone excelling in it should be much-needed motivation to others to rekindle their passion to serve the people of Ekurhuleni. We always motivate the team to give their best and this one of the ways in which we are moving forward in this regard.”
Human joined the City as a Call Centre Agent, a job she has kept for 13 years.
The married mother of two, a girl and a boy, from Reiger Park says she works extra hours to help members of the public because of the passion for her job.
“I try to help even those who approach me in my private capacity because I love what I do and I understand that they come to be because they have hope that I can get assist,” concludes Kharmen Human.
