The National Petroleum Authority (NPA) has inaugurated a call centre aimed at enhancing the efficient and prompt handling of customer complaints and inquiries.
The new facility, which operates under the Consumer Services Unit of the Corporate Affairs Directorate, features ten agent lines and specialized software portals, including one for a supervisor. Customers can now reach out to the centre to lodge complaints or seek information, with agents tasked to relay these to the appropriate technical directorates for resolution and feedback.
Speaking at the launch, NPA Chief Executive Dr. Mustapha Abdul-Hamid emphasized that the initiative underscores the Authority’s commitment to improving customer engagement. While the Consumer Services Unit already handled inquiries and complaints, Dr. Abdul-Hamid noted that the call centre would significantly enhance responsiveness and public interaction.
Dr. Abdul-Hamid urged the call centre agents to remain vigilant and proactive in addressing customer concerns, ensuring they are forwarded promptly to the relevant departments for action. He expressed his desire to see customers prefer using the NPA’s dedicated channels for reporting issues rather than resorting to public forums like radio stations.
Mrs. Maria Edith Oquaye, Director of Corporate Affairs at the NPA, highlighted that the call centre staff underwent specialized training designed to equip them for the role. She reassured customers that the team is well-prepared to deliver efficient and high-quality service.
The call centre initiative reflects the NPA’s dedication to improving its service delivery and fostering stronger relationships with the public.
Source: Classfmonline.com