Telecel eight-year ‘Super Care’ journey of inclusion and accessibility

For eight years, Telecel Ghana has been breaking barriers to inclusive customer support and redefining what it means to serve all customers.

Through its pioneering Super Care initiative launched in 2016, the telecommunications giant has made one thing clear: improving accessibility for people with special needs is a staunch commitment.

As part of its annual CARE Month this October, Telecel Ghana, in collaboration with the Ghana National Association of the Deaf (GNAD), held a special event to spotlight the integration of Super Care services into the Telecel Play app and contributions of the Super Care support team.

It also announced the roll-out of affordable, tailored airtime and data packages, specifically targeted at members of the deaf community.

Telecel’s Super Care initiative has evolved from a basic customer service line into a robust digital support system equipped with sign language-trained agents.

With the integration of Super Care features into the Telecel Play app, the deaf community can access seamless support with video-call capabilities for sign language assistance anywhere in Ghana.

Speaking to an audience of about 350 members of the deaf community in Accra, Mercy Dawn Akude, General Manager for Commercial Operations, said the telco will continue to actively champion accessibility solutions that meet their telecom needs.

“Our Super Care journey, over the past years, has been a story of relentless growth. What began as meeting a need has now set a standard. Today, our deaf customers can access support in sign language, resolve issues via video calls, and navigate the digital world with tools designed specifically for them,” she added.

During CARE Month, the celebration goes beyond rewards and recognition. This year, as in previous years, the deaf community is at the heart of the celebration.

Traditionally, customer service relied on the sound of voices over the phone or in-person greetings at retail shops. But what happens when those voices can’t be heard?

Kwame Asante used to face difficulties in accessing customer support for his basic telecom challenges. Today, with Super Care, he’s found renewed confidence that his issues will be resolved swiftly. “With Super Care, I feel I’m heard and respected,” he said through a sign language interpreter.

Additionally, Telecel offered data-free browsing for the sign language community last Sunday as part of its voice and data avalanche packages for CARE Month.

Jean-Marie Adotey, a Super Care team member, takes pride in resolving issues facing the deaf community within 24 hours. She said: “I’m not just a service provider, but I’m a digital ally for those who need it most. It’s a fulfilling role to be helping the deaf community get the telecom support they need”.

Telecel Ghana is celebrating CARE Month with a clear message: No voice is too small, and no customer is left behind. The Super Care team is available daily from 7 AM to 8 PM, with agents trained in sign language to provide comprehensive support to the hearing-impaired community.

Deaf customers can request support and access tailor-made voice and data offers by dialling *494#.

CARE Month is an annual celebration of the loyalty of customers and dedication of frontline employees by Telecel Ghana. With loyal customers receiving rewards and gift packages, Telecel users can win prizes by interacting on the telco’s social media channels or visiting their retail shops throughout the month of October.

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