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Report by Edward FRIMPONG
The National Health Insurance Authority (NHIA) is implementing innovative technology to improve performance and member experience in their interaction with the NHIA call center. To ensure effective use of this system, NHIA Call Centre staff and staff from the Management Information Systems Directorate are undergoing comprehensive training on the new software.
This training focuses on familiarizing employees with the new system’s features and functionalities, emphasizing customer service best practices, and equipping staff with the skills to provide efficient and empathetic support to clients. The ultimate goal is to deliver a higher standard of service, leading to increased customer satisfaction and streamlined operations within the NHIA.
The Ag. Director, Corporate Affairs, Mr. Oswsld Essuah-Mensah under whose supervision the call center operates thanked Executive Management for approving such innovation and expressed his delight at the new system’s functionalities. He encouraged the call center staff to leverage the use of this software to enhance members’ details in the NHIS database, especially phone numbers, to ensure continued customer support. The training was facilitated by Mr. Kingsley Bennet, representing Metro Technologies, the firm providing the call center software solution. The call center enhancement forms part of the NHIA-USAID system strengthening agreement that was signed over a year ago.
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