EQUITY ROLLS OUT UNIVERSAL NUMBER FOR ALL OUTGOING CALLS TO CUSTOMERS

Equity has rolled out a universal number for all outbound communication to its customers and other external stakeholders. Consequently, customers will be contacted by one outgoing number from Equity, 0763 000 000 under Equitel’s main prefix ‘0763’.

The rollout of the universal number is part of the bank’s recent rebranding.  The company now presents itself as one Equity – a unified brand one stop shop offering integrated financial services provider under one roof.  The number embodies this goal by unifying all its outbound communication to customers and external stakeholders.

This measure is also aimed at promoting safety measures when communicating to customers thereby giving them confidence to know when their bank is calling them as part of customer service and relationship management.

Speaking on the universal number rollout, Equity Group managing director and chief executive officer Dr James Mwangi said:  “We have rolled out this number in our continued effort to improve customer experience. All our customers and stakeholders will now easily identify when their bank is calling them whenever they see this number displayed on their phone.”

Dr Mwangi also said that Equity has been continuously investing in secure platforms and capability to fortify relationship with customers. He pointed out that the bank  has obtained the prestigious global Payment Card Industry Data Security Standard 3.1 (PCI DSS 3.1) becoming the first lender  in the country and among the first in East Africa to do so. The certification affirms Equity’s adherence to international security standards related to the protection of customer information.

“We invite our customers to note this number so that going forward, they will easily identify us when we call. Since the number is for outgoing calls only, customers will still continue to call us through our contact centre numbers. We would also like to remind them that the bank will never call to ask for confidential customer information. Customers should therefore be very alert of any caller who asks for confidential information such as passwords or personal identification numbers. Such callers are fraudsters and customers should immediately discontinue them, “advised Dr Mwangi.

Equity continues to make inroads in its innovation and digitization strategy that has seen its mobile and internet banking channels process eighty three per cent of all transactions, with agents and merchants processing twelve per cent of the same by 30^th June 2020. Currently, ninety eight per cent of its entire transactions  take place outside the branch, solidifying the bank’s position as a digital financial service provider.The lender has over fourteen million customers across the region whose priority is the ability to transact digitally and conveniently in a secure manner.