The National Health Insurance Authority (NHIA) embarked on a major initiative to streamline the customer service function of the Authority and the Schemes and to improve the interaction between the schemes, subscribers and healthcare providers. The initiative was also to provide support to subscribers by responding to their enquiries and complaints.
A 30-seat Multi Lingua (Akan, Hausa, English, Ewe, Dagbani, GA) outsourced Call Center solution using e.Services’ multichannel platform was implemented. The solution was interfaced with NHIA’s claims processing platform and the back office Oracle eBusiness Suite that contained membership and provider database. The solution came with voice calls initiated via short codes, Data and Voice VPN and Case Management System for documenting, tracking and resolving issues.
Date: July 8, 2012
Skills: Contact Centre Operations, Customer Experience, IT-Support, SLA Monitoring