Pathetic Call Centre Alteram on Behalf of Department of Labour UIF

I have app**** for UIF online in October 2022 and have not gotten any updates from them till now. Every time I call the Contact and speak to agents, get told that they need to escalate to assessor for feedback and this has been ongoing since October 2022. The service from this Call Centre who is an Outsourced BPO called Alteram is pathetic, there is no quality, empathy and definately no first call solution. Their Team leaders are just as useless as when I asked to speak to Team leader, they always in a Meeting which is practically the entire day and when asked to Manager, apparently the Manager sits in a office in another Building. I really don't understand how a Call Centre can operate with No Leadership on the floor with no support to agents and clients. Seems like this Contact Centre is just another waste of taxpayers money, since nothing ever gets solved. They might as well just put a pre-recorded message saying the same thing that the agents say "will escalate and expect nothing can be done". Will save on Operation Costs and Taxpayers money. Eventually spoke to one Teamleader last week 30/01/2023 named Lizzy Cebhekulu who said will send an email and copy me in to a person named Siya Ngobe from Labour Department who still has not responded or even acknowledged email with update. I rep**** to the email a few days later and no response from Team leader Lizzy Cebhekulu or Siya Ngobe. This is pathetic service, I guess every Call that goes through with Contact Centre, every person gets told the same story with no solution. This type of Call Centre should not be in Operation at all.