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My experience at 311 Covid-19 Details Centre


Hi, I am Emefa Apawu, thank you for calling Data Centre 311, how may possibly I enable you this afternoon?

The timid younger lady claimed ‘mepa wo kyeo meka Twi’ which means ‘please can I speak Twi?’

I explained indeed she may possibly go in advance. I managed to say that in Twi even though laughing at myself.

In some way the line went lifeless, Adwoa experienced dropped the simply call without having filing her complain or asking any question. Maybe it was just 1 of people prank phone calls this centre receives each working day.

Ahead of I answered the upcoming call, I wondered regardless of whether the youthful woman could see by means of the mobile phone that the man or woman she was speaking to is not reduce for the occupation.

That was my first working experience as a connect with centre attendant at the Countrywide Data Conversation Centre or what has grow to be recognised as 311.

So I sat quietly waiting around for the future call. But in that couple of minutes my pondering thoughts took a rapid journey again into time.

I worked as a receptionist at a vacation and tour and phone centre correct just after graduating from OLA Girls Senior Higher College.

Individuals were being the days when there were being just a few telephones in some prosperous and privileged households in Ghana the times when the only accessibility to a phone was at a conversation centre or what turned known as a ‘Com Centre.’

That was my thoughts telling me “hey Emefa, you have carried out this before choose up the future contact and enable us see how we can make the globe a superior area for the up coming particular person on the line.

The gari and beans contact

Within just minutes the console commenced beeping once more I immediately picked the connect with and immediately after a superior introduction this time a lady was on the line from Kasoa and she also spoke in Twi.

Akosua required to know where by she could get her share of the gari, beans and rice that, in accordance to her, are staying dispersed to households for free of charge.

Make sure you who instructed you that the federal government is distributing these factors? I questioned.

It sounded stunning and amusing at the exact time to me but I experienced to restrain myself from laughing.

She instructed me she will call me back again since her pal who gave her the information is not shut to her. She may have named back but that was enough for an beginner like me. Very well am I definitely an newbie, possibly I retired far too early.

The woman whose desk I had taken was respiration down my neck. She couldn’t wait around to acquire back her seat and execute what she has been trained to do.

In the big, cosy room are 10 ladies and gentlemen each individual in a cubicle or workstations every single has a headphone, a take note pad and a pen, moreover a bottle of sanitizer reminding them about the times we are in.

Covid-19 does not care about the input of the contact centre personnel. There is also a enormous inscription on the wall telling the readers and workers below about the mission of the centre: trying to keep the general public consistently knowledgeable.

In that identical space are a few supervisors guaranteeing that the ideal info is passed on. A scaled-down space up coming doorway homes four health personnel on hand to acquire Covid-19-unique calls and cope with sensitive concerns beyond the ten staff.

It may perhaps just appear like a basic work of answering calls and becoming well mannered to whoever phone calls from anywhere in the region to complain about water provide or a rumour about gari and beans distribution through the lockdown.

But in true fact, this centre is a bridge – an important bridge – that narrows the hole concerning information and ignorance and maybe life and demise.

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