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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.

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Register for this course

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

DatesVenueDaysFeeCalendarRegister
28 to 29 Sep 2026Kigali2US$1,100Closed
29 to 30 Sep 2026Kampala2US$1,100Register
30 Sep to 1 Oct 2026Accra2US$1,100Register
1 to 2 Oct 2026Lagos2US$1,100Register
5 to 6 Oct 2026Cairo2US$1,100Register
6 to 7 Oct 2026Mauritius2US$1,100Register
7 to 8 Oct 2026Dubai2US$1,100Register
8 to 9 Oct 2026Online2US$900Register
19 to 20 Nov 2026Johannesburg2R10,000Register
23 to 24 Nov 2026Cape Town2R10,000Register
24 to 25 Nov 2026Durban2R10,000Register
25 to 26 Nov 2026Pretoria2R10,000Register
26 to 27 Nov 2026Windhoek2US$1,100Register
30 Nov to 1 Dec 2026Gaborone2US$1,100Register
1 to 2 Dec 2026Maseru2US$1,100Register
2 to 3 Dec 2026Mbabane2US$1,100Register
3 to 4 Dec 2026Lusaka2US$1,100Register
7 to 8 Dec 2026Harare2US$1,100Register
8 to 9 Dec 2026Lilongwe2US$1,100Register
9 to 10 Dec 2026Blantyre2US$1,100Register
10 to 11 Dec 2026Mozambique2US$1,100Register
14 to 15 Dec 2026Nairobi2US$1,100Register
17 to 18 Dec 2026Dar es Salaam2US$1,100Register

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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Next session
5 to 9 Oct 2026
Venue
Lagos
5 day programme
FromR18,000
See all Municipal and Public Sector Management courses