Equity Bank Kenya launches multilingual high-tech center to improve CX
Equity Bank Kenya Limited, launches a high-tech call center to improve customer experience that will allow the bank to deliver stellar support conveniently to the nearly 1.6 million customers 24/7.
The call center can accommodate 70 customer service employees that are well-equipped, using state-of-the-art technology, to document, categorize and resolve their issues. to handle all customer concerns and complaints in the five widely spoken languages across Uganda, Africa.
The most spoken languages include English, Luganda, Runyakitara, Luo, and Swahili which were carefully selected to match the Bank’s branch footprint.
“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,” said Equity Bank Managing Director Samuel Kirubi.
“We are building a culture of superior service to address all customer experience pain points, ensure system accessibility, availability, and stability, through digitized operations,” Kirubi added.
Moreover, the contact center will complement other business transformation initiatives that the bank is focusing on, to enhance its digital banking capabilities and product offering, but still with the intervention of highly qualified banking professionals.
The implementation of the new call center 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 clients currently making it the fastest growing financial institution in the country.
