Ratio Magazine :: The Inside Track to East Africa’s Economies - Kenya: Press Releases: KCB Launches Customer Service Centre

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Kenya: Press Releases: KCB Launches Customer Service Centre

Thursday, 10 September 2009

KCB launched a state-of-the-art contact centre to handle customer queries. The facility, equipped with modern communication tools has capacity to receive emails, mobile telephone texts, telephone calls, faxes and snail mail while also facilitating web-chats.

KCB Group Chief Executive Martin Oduor-Otieno said at the launch that the new contact centre will enable the bank to receive, track and resolve customer care issues. “The contact centre is an integrated one-stop solution for all customer enquiries that not only enables issues to be effectively tracked and resolved, but also offers our customers a variety of communication options,” he said.

The Permanent Secretary for Information and Communication, Dr. Bitange Ndemo, who presided over the launch, commended KCB for utilizing technology to boost its customer service. “I am very happy because we are now beginning to see the banking sector embrace technology. KCB is leading the way with IP telephony and now the contact centre,” he said.

Ndemo urged KCB to embrace more ICT in order to cut down the cost of operations and enhance the quality of its communications with stakeholders. “I am looking forward to coming back here to launch another technological innovation for KCB, for instance an IP television for internal communication,” he added.

Ndemo said the introduction of undersea cables to the market will cut the cost of broadband in the country and enhance Kenya’s capacity to handle customer relationships. “Such technology as the one KCB has adopted will increase its ability to attract customers and enhance its bottom-line,” said the PS.

The KCB facility has a training unit to ensure employee skills are upgraded and is supported by a team of experienced and dynamic managers. “This is the first facility of its kind in Kenya’s financial sector and KCB is happy to set the standards for the market,” said Oduor-Otieno.

The bank has invested KES63m to construct the facility and employed 40 specialist staff to handle customer care delivery. The facility is available to all 185 branches of KCB across the region.

“This is the second major technology system uptake for KCB following the introduction of new core banking system, T24, last October. We are in the process of introducing new technology backed products and services in the coming period,” concluded the Chief Executive.

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