Client Case Study – Eastern Cape Liquor Board
The Eastern Cape Liquor Board (ECLB), regulates the registration of retail sales and micro manufacturing of liquor in the province. The board provides a compliment and complaint service to the public that enables them to report any irregularity at any outlet. CallWorx won the tender to assist the ECLB with the professional setup and management of a dedicated 0800 tollfree number for this purpose, for a period of five years.
The Task at Hand
The Eastern Cape Liquor Board (ECLB) went out on tender to obtain the services of a professional service provider to setup and manage their 0800 tollfree number, which serves as a complaint and compliment line where the public in the province can leave compliments or report any irregularity at a registered seller of liquor.
The CallWorx Approach
CallWorx set up a tollfree 0800 number for the ECLB that provides a province-wide contact point for the public to inquire, issue compliments or lodge complaints about any registered seller of liquor in the province. The system was purposefully built to verify pre-identified criteria from every caller, before proceeding with incident logging. The moment a caller logs an incident, he or she also receives confirmation via SMS, which includes a reference number for the incident.
All incidents are automatically reported to the relevant departments and where necessary, the closest inspectors are dispatched to investigate it. The system is furthermore set up in such a manner that it prompts all stakeholders to act and provide feedback, within the time frames as determined by the board’s policy and procedures. Due to the fact that all incidents are recorded and reported, the ECLB is also empowered to make informed decisions to improve customer services.
Outcomes
Partnering with CallWorx, enables the ECLB to have a dedicated 0800 tollfree line and incident logging system that enables efficient management of all public queries and monitoring of registered liquor sellers in the interest of the public.
