Call center agents behavior appalling

Multichoice of late is s****ing the bottom of the barrel with the quality of agents that they entrust to assist customers with the various issues that they encounter.

I have called the call center no less than 5 times in the past 30 days and my issue could not be resolved.

However today(09/04/2024 at 15:46PM) I was disgusted beyond measure with the service I received from a lady calling herself Memory. I wanted to take the time to express my dissatisfaction and bring to the attention of her team leader and multichoice as a company that her behavior is an indication of how low the bar has dropped in terms of service delivery. She picked up the call and made me wait while she finished her private conversation with her colleague, thereafter it went south as she gave false information and made condescending replies when queried on my issues. She promised to escalate my issue to her manager and get back to me however no surprise she ddnt.

I called the call center again after 2hours and spoke to Akhona Cebe,what a breath of fresh air and the epitome of professionalism. This lady went the extra mile and assured me that she would resolve my issue and true to her word made sure that the manager(s) resolved my issue after I experienced months of frustration. Thank you Akhona,I am grateful for your assistance,keep it up,it is much appreciated and to multichoice, please reward excellence(Akhona Cebe) and for the sake of your public perception, take the necessary measures to discipline those who tarnish your company image.