Clients of the National Social Security Authority (NSSA) can now access most services remotely, courtesy of an omnichannel contact centre that is set to be launched tomorrow, as the authority pursues its vision of becoming a world-class social security provider by 2030.
NSSA’s deputy director responsible for marketing and public relations Tendai Mutseyekwa said the contact centre launch would be a welcome development for pensioners as they will now be saved from the inconvenience of travelling to NSSA offices for issues that can be solved remotely.
“We are thrilled to launch the NSSA Contact Centre after conducting a rigorous pilot phaseto ensure that our service will be seamless upon launch.
“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.
Since rebranding in November 2020, NSSA has been on a journey to improve its service and product offerings through various interventions. Among these, on the service front, is the NSSA self-service portal that has won national and international accolades.
“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.
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“Employees are similarly able to track their employment history and update their details which is key for data collection. 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,” Mutseyekwa said.
He added that the Contact Centre would enhance NSSA’s existing efforts to improve customer experience by leveraging digital and social media platforms.
This development was also in sync with the Authority’s drive towards investing in technology and innovation that improves customer satisfaction and overall service delivery.
The Contact Centre team is headed by a manager, who is deputised by a supervisor and supported by a team of multi-lingual agents.
The team has undergone training in various aspects covering service delivery and technical competence.
