The Chief Executive Officer of the National Petroleum Authority (NPA), Dr. Mustapha Abdul-Hamid, has inaugurated a new call centre aimed at enhancing the Authority’s efficiency in addressing customer complaints and inquiries.
Located within the Consumer Services Unit of NPA’s Corporate Affairs Directorate, the call centre is equipped with ten agent lines and software portals, including a supervisor’s portal, allowing customers to easily lodge complaints or make inquiries.
Once calls are received, agents will direct the issues to the appropriate technical directorate for investigation and provide feedback to the customer.
During the inauguration on Monday, Dr. Abdul-Hamid highlighted that the Consumer Services Unit already had officers dedicated to handling complaints and inquiries.
The establishment of the call centre, he noted, will further streamline this process and improve overall service delivery.
He said the establishment of the call centre was to assure customers of rapid response to their complaints and inquiries.
The NPA boss stressed that the centre would deepen interaction with the public.
He charged the call centre agents to be ready and alert to receive calls and channel the complaints and inquiries to the relevant directorates for action.
He said he did not want a situation in which people would prefer reporting their concerns to radio stations instead of regulatory institutions.
In her remarks, the Director of Corporate Affairs of NPA, Mrs. Maria Edith Oquaye, said consumer services officers had undergone call centre training tailored towards preparing them to ensure efficiency in their work.
Mrs. Oquaye assured customers that the officers would deliver quality service.
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