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Municipal Customer Call Centre and Service Request Management

This course develops the skills to run an effective municipal call centre and to manage service requests from logging through to resolution. Participants learn to handle enquiries and complaints, track requests to closure and use data to improve response times. The programme addresses the frontline pressures African municipalities face as residents demand faster and more reliable responses.

What you will be able to do

  • Describe the role of a call centre in municipal customer service and revenue protection.
  • Handle enquiries, complaints and service requests professionally and consistently.
  • Log, categorise and route service requests to the correct departments.
  • Track requests to resolution and manage escalations and backlogs.
  • Use call and request data to identify recurring service problems.
  • Report on service response performance to management and communities.

Course outline

  1. 01Municipal Call Centre Fundamentals
  2. 02Handling Enquiries and Complaints
  3. 03Logging and Routing Service Requests
  4. 04Tracking Resolution and Escalations
  5. 05Managing Backlogs
  6. 06Service Data and Reporting
  7. 07Continuous Service Improvement

Who should attend

This course suits call centre agents and supervisors, customer service officials and service delivery coordinators in municipalities and public entities.

Dates, venues and fees

DatesVenueDaysFeeCalendar
24 to 25 Aug 2026Mauritius2US$1,100
31 Aug to 1 Sep 2026Dubai2US$1,100
7 to 8 Sep 2026Lagos2US$1,100
14 to 15 Sep 2026Harare2US$1,100
21 to 22 Sep 2026Kampala2US$1,100
28 to 29 Sep 2026Dar es Salaam2US$1,100
5 to 6 Oct 2026Pretoria2R10,000
12 to 13 Oct 2026Cape Town2R10,000
26 to 27 Oct 2026Online2US$900
2 to 3 Nov 2026Mozambique2US$1,100
9 to 10 Nov 2026Cairo2US$1,100
16 to 17 Nov 2026Accra2US$1,100
23 to 24 Nov 2026Lusaka2US$1,100
30 Nov to 1 Dec 2026Kigali2US$1,100
7 to 8 Dec 2026Nairobi2US$1,100
14 to 15 Dec 2026Durban2R10,000
21 to 22 Dec 2026Johannesburg2R10,000

Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.

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