NSSA launches contact centre

NATIONAL Social Security Authority (NSSA)’s clients will tomorrow begin accessing most services offered by the entity remotely through its virtual contact centre — omnichannel.

NSSA deputy director responsible for marketing and public relations Mr Tendai Mutseyekwa said: “We are thrilled to launch the NSSA Contact Centre after conducting a rigorous pilot phase to ensure that our service will be seamless upon launch.

“The contact centre will act as a one-stopshop customer touch point as it will enable customers to interact with NSSA via various platforms such as voice, email, the internet and social media.

“For voice calls, one simply dials 402 from their device and follow the prompts to get through to us.

“The centre seeks to reduce unnecessary traffic to our offices as research has shown that many people who visit NSSA can be served remotely, given the right channels.”

Since rebranding in November 2020, NSSA has been on a journey to improve its service and product offerings.

Among these, on the service front, is the NSSA self-service portal that has won national and international accolades.

“As an authority, we envision being a worldclass 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.

“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 that integrates digital platforms and social media to interface with clients across the globe,” said Mr Mutseyekwa.

He said the contact centre will enhance NSSA’s efforts to improve customer experience by leveraging on technology.

The contact centre is headed by a manager, who is supported by a team of multi-lingual agents.