Equity Bank launches 24/7 service centre to handle online criticism
CUSTOMER CARE: Equity Bank launches 24/7 service centre to handle online criticism
Equity bank
has launched a high-tech contact centre to improve customer experience.
The new Contact Centre will allow the bank to deliver improved support conveniently to the nearly 1.6 million customers 24/7.
Customers
will be able to interact with highly trained customer relationship officers
using state-of-the-art technology to document, categorize and resolve their
issues.
The contact center has a capacity to
accommodate 70 customer relationship officers and shall handle all customer
queries, and complaints in the 5 languages widely spoken across Uganda.
The languages are English, Luganda, Runyakitara, Luo, and Swahili which were carefully selected to match the Bank’s branch footprint.
The
implementation of the new Contact Centre follows Equity’s strategic objective
to become a massive retail bank that is highly digitized. In recent years, the
bank has grown its customer base from 800,000 in 2019 to nearly 1.6 million
customers currently making it the fastest growing financial institution in the
country.
The implementation of the new Contact Centre follows Equity’s strategic objective to become a massive retail bank that is highly digitized. In recent years, the bank has grown its customer base from 800,000 in 2019 to nearly 1.6 million customers currently making it the fastest growing financial institution in the country.
The new
contact centre 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 in leaps and bounds and are now working to revolutionize our customer’s
experience by creating a culture of obsession with customer service starting
with onboarding through to when our customers interact with us. We are building
a culture of superior service to address all customer experience pain points,
ensure system accessibility, availability, and stability, through digitized
operations,’ said the Managing Director Samuel Kirubi.
‘We have built standardized processes and procedures to create synergies that have similar experience for customers and staff, as well as deliver a true Equity brand experience driven by the ONE EQUITY principle,’ Kirubi added.
Customers
who have previously been affected by the long queues in branches can now reach
the bank through the contact centre virtually or via phone call instead of
visiting branches.
“At Equity,
it is important that exceptional service accompanies our product offering. We
have therefore intentionally made significant investments in technology
specially designed 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 to best practices within the banking industry,” Mr. Kirubi added.
The contact
centre shall 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 queries, the new Contact Centre shall also
support Equiduuka agents and merchants.
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