The new solution enables more effective management of incoming calls, better availability of information, and significant acceleration of communication processes.
The Federal Institute for Pension and Disability Insurance has successfully implemented the Call Management Center implementation project with the aim of improving communication and providing faster and better service to the insured and users of the Institute.
In this way, a higher level of customer support is ensured, with more targeted and precise communication, which will result in faster obtaining of information related to exercising rights from pension and disability insurance.
The call center includes calls made by users to the number of the switchboard, at the headquarters of the Federal Institute of MIO/PIO in Mostar 036 445 600, and 033 723 100 in Ložionička street no. 2 in Sarajevo, while system operators have the option to redirect calls to all services of the Institute. In order to improve the service itself, the conversations that the users have with the officers of the Institute are recorded.
The introduction of the Call Management Center is part of the continuous activities of the Federal Institute of MIO/PIO aimed at modernizing business processes and improving the quality of services with the application of modern ICT solutions.
We would like to remind you that earlier on the Institute’s website a platform was implemented for direct inquiries to the competent services, which enabled users to quickly and simply, without the need to come to the official premises of the Federal Institute of MIO / PIO, be informed about the status of their cases, as well as other issues in the field of pension and disability insurance.
By implementing the Call Management Center, together with the existing web-platform for inquiries, the Federal Institute significantly improved the communication processes and made the services of the Institute more accessible, which, we believe, will result in greater satisfaction of the end users of our services – insured persons and pensioners.
