NHIA Launches Advanced Call Centre to Enhance Operations

The National Health Insurance Authority (NHIA) has launched a state-of-the-art consumer call centre to enhance its operations. The recently commissioned customer call centre is operated on the Exotel call centre application, facilitated through a partnership with Metro Edge Technologies.

In a speech read on her behalf at the launch of the call centre, the wife of the Vice President, Samira Bawumia, expressed hope that it will form part of a broader plan to make their services timely 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 modern facility will significantly improve the NHIA’s capacity to handle more calls, ensuring that the 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 new NHIA Call Centre will provide Ghanaians with an easy and efficient way to access information, resolve issues, and receive support regarding their health insurance. By leveraging Exotel’s advanced telephony solutions, the call centre is designed to handle high volumes of calls, ensuring that every caller’s query is addressed promptly and effectively. The Call Centre is integrated with NHIA’s existing systems, providing a seamless experience for users.

The Chief Executive Officer of Metro Edge Technologies, the West Africa premier partner for Exotel, Kingsley Bennett, stated that 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 the 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. Bennett further added, “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.”

Similar solutions have been deployed for Guaranty Trust Bank Ghana PLC, Fidelity Bank Ghana PLC, Old Mutual Ghana, UNFPA, ExpressPay Ghana, Hollard Ghana, Fan Milk Ghana, iParama, Wotiriye, Odibets, PPAG, Zoomlion, and IT Consortium.