Igepps Call Center Resolves Nearly 100% of Beneficiary Issues
Remote service is consolidating as strategic in the decentralization of services
With over 30,000 services provided in just the first half of this year and 98% of them successfully completed, the call center of the Institute of Pension Management and Social Protection (Igepps) is consolidating as a fundamental sector to ensure quick and efficient access to pension information and services.
"I no longer need to leave home, I call and I am very well attended by everyone. Before, I had to go accompanied by someone and face a line, spending a morning out. Now, I can resolve it myself without taking someone away from home," congratulated Mrs. Maria Helena Oliveira, 82 years old, retired from the State Department of Education.
Whether to clarify doubts about retirement, pensions, contributions, or other services offered by the Institute, the telephone service center has become a pillar of accessibility. With digital and in-person access not always feasible in such a large state as Pará, the call center positions itself as a practical solution to reach insured individuals in different municipalities.
"I was very surprised by the speed of the service," said retiree Milton Miranda, 73 years old, a resident of Ananindeua in the metropolitan region. He mentioned that "usually in public agencies when you call, no one answers," and emphasized the importance of telephone service. "It is very necessary nowadays with everyone's rush. By phone, I can get information very quickly."
The service teams, in addition to providing information, are also trained to guide insured individuals through complex processes, advising on the necessary documentation for requests, deadlines, and procedures. This prior guidance not only optimizes the time of those seeking information but also contributes to the simplification of services, preventing insured individuals from having to travel to an agency just to find out what documentation they need.
"The service achieves such impressive results because we have a dedicated and prepared team. Each attendant understands that, on the other end of the line, there is an insured individual who needs to be listened to attentively and have their questions answered clearly. Our goal is to make these people's lives easier by providing human, agile, and reliable service. This teamwork that strengthens trust in Igepps brings the Institute even closer to its beneficiaries," stated Luciano Campos, manager of the Institute's service center.
The service at the Igepps call center is available by phone (3182-3500), Webchat, and WhatsApp, from 7 AM to 7 PM, Monday to Friday, and on Saturdays from 7 AM to 2 PM, except on holidays. Each call received is an opportunity to bring the Institute closer to the insured individuals.
“The improvement in service delivery is a constant pursuit of Igepps management, as we understand that efficient and human service to the server will also reflect in the speed of process analysis and benefit grants,” highlights the president of the Institute, Washington Albuquerque.
To expedite response times to received demands, the management of the service center has assigned one member of the call center to each of the five sectors involved in the analysis and granting of benefits, considering that inquiries about the progress of processes are among the main requests received. The attendants receive calls and provide the necessary treatments. Between May and June, there were over a thousand services provided solely with the Registration and Qualification Coordination (CCAH), the most demanded sector, followed by the Benefits Grant Coordination (CCOB).
