Equity launches high-tech contact center in Kampala

Kampala, Uganda | THE INDEPENDENT | As one of the strategies to further enhance the customer experience and conveniently serve its customers, Equity Bank has launched a high-tech contact center. The new Contact Center will allow the Bank to conveniently provide enhanced support to nearly 1.6 million customers 24/7.

Customers will be able to interact with highly trained customer relationship officers who use state-of-the-art technology to document, categorize and resolve their issues.

The contact center has the capacity to accommodate 70 customer relations officers and will handle all customer inquiries and complaints in the 5 languages ​​widely spoken in Uganda. The languages ​​are English, Luganda, Runyakitara, Luo and Swahili, which were carefully selected to match the bank’s branch footprint.

Managing Director of Variable Income Samuel Kirubi

The implementation of the new Contact Center follows Equity’s strategic goal of becoming a highly digitized mass retail bank. In recent years, the bank has grown its customer base from 800,000 in 2019 to nearly 1.6 million customers today, making it the fastest growing financial institution in the country. The new contact center fits well into the bank’s digital agenda by providing the capabilities to serve customers conveniently online through voice and social media channels.

“We have grown by leaps and bounds and are now working to revolutionize our customer experience by creating a culture of customer service obsession from onboarding to when our customers interact with us. We are building a superior service culture to address all pain points in the customer experience, ensuring system accessibility, availability and stability, through digitized operations,” said CEO Samuel Kirubi.

“We have created standardized processes and procedures to create synergies that have a similar experience for clients and staff, as well as providing a true Equity brand experience driven by the ONE EQUITY principle,” added Kirubi.

Customers who had previously been plagued by long lines at branches can now contact the bank through the contact center virtually or by phone instead of visiting branches.

“At Equity, it is important that exceptional service accompany our product offering. Therefore, we have intentionally made significant investments in purpose-built technology with the customer in mind. However, technology alone is not enough to meet the needs of our customers. We have combined it with a team of highly trained professionals who have extensive knowledge and are committed to exceptional service aligned with best practices within the banking industry,” added Kirubi.

ED Uganda Bankers Association Wilbrod Owor greets the customer service team at the launch.

The contact center will complement other business transformation initiatives the bank is focusing on, to enhance its digital banking capabilities and product offering.

In addition to handling customer complaints and inquiries, the new Contact Center will also support Equiduuka agents and merchants.

“We congratulate Equity Bank for launching this initiative which we believe will be an important step in pushing the boundaries of banking and closing the financial inclusion gap by connecting customers with key financial services,” said Wilbrod Owor, CEO of the Association. of Ugandan Bankers, who attended the launch of the customer service center.

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