The Chief Executive of the National Petroleum Authority (NPA), Dr. Mustapha Abdul-Hamid, has commissioned a call centre for the Authority to increase efficiency and timeous handling of customer complaints and inquiries. The call centre under the Consumer Services Unit of the Corporate Affairs Directorate of the NPA has ten agent lines and software portals, including that of a supervisor that customers can call for complaints or inquiries. Upon receiving the calls, the agents will relay the complaints or inquiries to the relevant technical directorate for investigations and feedback. Commissioning the call centre on Monday, Dr. Abdul-Hamid noted that the Consumer Services Unit already had officers assigned to receive complaints and inquiries. 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 center 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 a call centre training tailored towards preparing them to ensure efficiency in their work. Mrs. Oquaye assured customers that the officers would deliver quality service.
