Argentina’s Superintendency of Occupational Risks (Superintendencia de Riesgos del Trabajo – SRT) has a customer service unit that provides face-to-face, telephone and online assistance on behalf of all the organization’s departments and units. This unit is responsible for answering and handling queries and claims received through a number of established channels. It also gives advice on issues related to the Occupational Risk System and the management of the Medical Commissions, helping citizens to initiate procedures within the SRT, among other things.
Owing to the health emergency caused by the coronavirus pandemic (COVID-19), combined with a lack of appropriate technological resources available locally, these services were suspended. As a result, the SRT faced the challenge of reconnecting with citizens, adapting to new realities and new ways of communicating.
This transition involved finding and implementing new solutions that could be integrated as tools in the call centre, as well as increasing human resources to ensure citizens receive high-quality service.