As one of the strategies to further improve customer experience and delivery of services to its customers, Equity bank has launched a high-tech contact centre that will allow the bank to deliver improved support conveniently to the nearly 1.6 million customers.
This 24/7 contact centre that was launched in Kampala on Thursday, will be able to help customers interact with highly trained customer relationship officers using state-of-the-art technology to document, categorize and resolve their issues.
Samuel Kirubi the Managing Director noted that at Equity Bank they are currently building a culture of superior service to address all customer experience pain points, ensure system accessibility, availability, and stability, through digitized operations,
“We have grown in leaps and bounds and now we are working to revolutionize our customers experience by creating a culture of obsession with customer service starting with onboarding through to when our customers interact with us” Kirubi added.
The implementation of this new Contact Centre follows Equity’s strategic objective to become a massive retail bank that is highly digitized.
“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” Kirubi highlighted.


The launched contact center has a capacity to accommodate 70 customer relationship officers who shall handle all customer queries, and complaints in the 5 languages including English, Luganda, Runyakitara, Luo, and Swahili that are widely spoken in Uganda, and these were carefully selected to match the Bank’s branch footprint.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.
With the urge of delivering a true Equity brand experience driven by the ONE EQUITY principle, 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.
In addition to handling customer complaints and queries, the new contact centre shall support Equiduuka agents and merchants and it shall also complement other business transformation initiatives the bank is focusing on to enhance its digital banking capabilities and product offering.
This new contact centre according to Equity Bank fits well into the bank’s digital agenda by providing the capabilities to serve customers conveniently online through voice and social media channels.

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