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 800,0...