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The contact centre is to help pensioners get adequate information concerning their savings and other operations of the commission.
A statement from PenCom said the facility would provide the public with an easy means of contacting the commission to lodge complaints or make enquiries about pension issues.
Head, Communication Department, Pencom, Mr. Emeka Onuora, said the facility would help improved the method of handling complaints from members of the public and also offer the opportunity to relate with the commission via telephone call and e-mail without necessarily visiting Pencom offices to make enquiries or lodge complaints.
Though the commission had previously engaged the use of telephone, e-mail, social media and letters to resolve issues raised by pensioners and the general public in the past, it was not able to track the history of complaints or enquiries since such transactions could not be stored electronically.
“Previously, the commission has a decentralised process through which it deals with complaints and requests from the public. Requests from members of the public usually come in various ways, such as telephone calls, e-mails, social media and letters.
“The decentralised manner in which complaints are addressed resulted in pension contributors/retirees issues not been stored electronically. Consequently, this led to a difficulty in tracking and retrieving a history of previous complaints lodged by clients. The total customer satisfaction thus falls short of expectations leading to dissatisfied customers and the attendant negative perception about the services rendered by the Commission,” the Pencom spokesman noted.
But Onuora explained that the newly-adopted call centre model had been designed to take care of the challenges of the past since it could store information electronically and track the history of transactions.
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