NPA launches Call Centre to enhance customer service
The Chief Executive of the National Petroleum Authority (NPA), Dr Mustapha Abdul-Hamid, has inaugurated a call centre to improve the Authority’s efficiency and ensure timely handling of customer complaints and inquiries.
The newly commissioned call centre, managed by the Consumer Services Unit under the Corporate Affairs Directorate, features ten agent lines and software portals, including a supervisor’s portal.
Customers can now directly contact the centre for assistance with complaints or inquiries.
Call centre agents will forward received complaints and inquiries to the relevant technical directorates for investigation and feedback, ensuring a streamlined process for addressing consumer concerns.
Speaking at the commissioning ceremony on Monday, Dr Abdul-Hamid explained that while the Consumer Services Unit already had officers receiving complaints and inquiries, the call centre represents a significant upgrade.
He stated its importance in providing rapid responses and strengthening the NPA’s interaction with the public.
“This initiative assures our customers of swift responses to their concerns, and we hope it will deepen our interaction with the public,” he said.
Dr. Abdul-Hamid also urged the call centre agents to remain alert and efficient in relaying issues to the appropriate departments.
He cautioned against situations where customers might bypass regulatory institutions to air grievances through radio stations instead.
The Director of Corporate Affairs at the NPA, Maria Edith Oquaye, highlighted the extensive training undergone by consumer services officers. She noted that the training was tailored to prepare the agents for delivering efficient service.
“We are committed to ensuring that our customers receive quality service,” Mrs Oquaye assured, expressing confidence in the competence of the call centre agents.
The new call centre is expected to significantly enhance the NPA’s engagement with its customers and ensure prompt resolution of issues.