NHIA, Metro Edge Technologies open customer call centre

The National Health Insurance Authority (NHIA) in collaboration with Metro Edge Technologies have opened a customer call centre.

The recently commissioned customer call centre of the NHIA is being operated on the Exotel call centre application facilitated through the NHIA’s partnership with Metro Edge Technologies.

The centre has increased number of agents who can receive increased volumes of calls in various languages thereby reducing the customer waiting time.

In a speech read on her behalf, the Second Lady, Samira Bawumia, said she was hopeful that it will form part of a broader plan to make the services of the NHIA timeous and accessible to Ghanaians.

“As part of the digital transformations being championed by the NHIS, today, I am also pleased to announce the establishment of a revamped NHIA Call Centre with an enhanced digital infrastructure and the installation of an Ameyo software powered by Exotel. This state-of-the-art facility will significantly improve the NHIA’s capacity to handle more calls, ensuring that NHIA Call Centre is part of a broader strategy to improve member experience and reduce call waiting times, making healthcare more accessible and responsive to the needs,” she said.

The Chief Executive Officer of Metro Edge Technologies, the West Africa premier partner for Exotel, Kingsley Bennett said Metro Edge is excited to partner with the National Health Insurance Authority.

“We believe that for the results that the NHIA wants to achieve, the solutions Metro Edge Technologies is offering through Exotel is a best fit as it provides expanded agent log-ins, 24-hour accessibility, IVR support as well as other customised solutions as requested by the NHIA. We are very confident that users will also find this upgraded call centre efficient and easy to use”, he said.

Mr Bennet further added that “our platform is designed to provide reliable and efficient communication solutions, and we are proud to support NHIA in their mission to provide quality healthcare services to the citizens of Ghana.”

The NHIA call centre can be reached on 054-444-6447 or via the short code 6447 on the MTN and Telecel mobile networks. It has been designed to allow for improved accessibility, and efficient service delivery as it has been equipped to handle a large volume of calls, reducing wait times and ensuring timely assistance to callers. Its integration with the NHIA’s existing systems means that users are guaranteed a seamless experience.

About Metro Edge Technologies

Metro Edge Technologies is a fast-growing indigenous IT firm providing simple, innovative and cost-effective technology solutions to Enterprises and SMEs. Founded in 2013, Metro Edge has provided varied solutions to a number of industry verticals in Ghana. Metro Edge Technologies, a business enabler and as a solution driven firm, have developed very strong global partnership, with an objective to create sustainable and long-term solutions cost effectively.

Metro Edge Technologies’ Partnership with Exotel

In the area of Contact Centre, Metro Edge Technologies is Exotel’s premier partner in West Africa. Metro Edge Technologies provides both on premise deployments and Contact Centre as a Service (CCaaS) with Capabilities. Exotel is the emerging market’s leading full stack customer engagement platform. Exotel’s world-class cloud-based product suite powers 50 million engagements daily for over 8,000 companies in India, SE Asia, the Middle East, and Africa. We help brands of all sizes deliver exemplary customer experiences. Exotel comprises a communications platform (CPaaS), an omnichannel contact centre platform (CCaaS), and a conversational AI platform over the cloud. The full stack customer engagement solution powers optimal customer journeys consistently across all touchpoints, channels, and interactions to nurture customer retention and advocacy.

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