The Office of the Registrar of Companies (ORC) has intensified efforts at improving customer service delivery by organizing a three-day capacity-building workshop for its Call Centre personnel and others from key directorates, to strengthen their knowledge, skills and professionalism in handling customer enquiries and stakeholder engagements.
The workshop, held from Friday, 24th to Sunday, 26th July, 2026 in Accra, brought together management staff, Call Centre personnel, and officers from key directorates as part of ORC’s commitment to delivering efficient, customer-centred and responsive services.
It was designed to equip participants with practical knowledge and skills in managing customer enquiries, resolving complaints promptly, maintaining quality assurance standards, and providing high-quality customer experiences, while also promoting cross-functional collaboration across directorates.
Speaking at the opening ceremony, Mrs. Mabel Tumfo, Head of the Call Centre at ORC, said the Call Centre serves as the first point of contact between the Office and its clients, and every interaction provides an opportunity to build public confidence and trust in the institution. She encouraged participants to demonstrate professionalism, empathy and effective communication in the performance of their duties.
The facilitators covered critical areas of modern contact centre operations, including Quality Assurance and Transaction Monitoring, Call Handling Processes, Customer Experience Management with emphasis on Know Your Customer (KYC), Communication Skills, Teamwork, Time Management and Stakeholder Engagement, alongside interactive practical sessions and group discussions.
In her closing remarks, Mrs. Maame Samma Peprah, Esq., the Registrar of Companies, thanked the facilitators for building the capacity of Call Centre staff and encouraged them to implement the training to improve daily operations, noting that this would help improve turnaround time for business registration across the country.
The workshop forms part of ORC’s broader strategy of investing in staff development and operational excellence as it continues to modernize its services and transform Ghana’s business registration landscape.
