MARTIN MAWAYA
HARARE-Pensioners have every reason to smile as the Government owned social insurer, the National Social Security Authority, (NSSA) has launched an Omni channel contact centre where it’s clientele can easily access services from where ever they are.
The development is in sync with the Authority’s drive of becoming a world-class social security provider by 2030 through investing in technology and innovation that improves customer satisfaction and service provision.
NSSA Deputy Director responsible for Marketing and Public Relations, Tendai Mutseyekwa, said the establishment of the contact centre is part of their rebranding journey that is set to improve the authority’s services and product offerings for the benefit of their stakeholders.
“As an Authority we envision to be a world class provider of social security by 2030 and we have made strides towards enhancing customer service delivery.
“Our self-service portal allows convenience and ease of doing business for employers to register their organisations in the comfort of their own spaces.
“The Contact Centre will act as a one-stop shop customer touch point as it will enable customers to interact with NSSA via various platforms such as voice, email, internet and other social media platforms.
“For voice calls, one simply must dial 402 from their device and follow the prompts to get through to us. The centre aims to reduce unnecessary traffic to our offices as research has shown that many people who visit NSSA can be served remotely, given the right media channels,” said Mutseyekwa.
He said through the NSSA self-service portal, employees can easily track their employment history and update their details which is key for data collection.
The development will also save the pensioners the inconvenience of travelling to NSSA offices and can easily solve their queries from the comfort of their homes.
Mutseyekwa added that “the self-service portal has been migrated to the Contact Centre, an omnichannel that integrates digital platforms and social media to interface with clients across the globe”.
He said the Contact Centre would integrate NSSA’s existing efforts to enhance customer experience by leveraging digital and social media platforms.
The Contact Centre is manned by a team of multi-lingual agents who have undergone training in various aspects covering service delivery and technical competence.