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KCB Bank Unveils an Agent App to Enhance Service Delivery

KCBU Agent app was unveiled to KCB Bank agents, during a 2-day training that was organized by the bank at Hotel Africana on Tuesday 12th and Thursday 14th September 2023.

KCB Bank Uganda has unveiled The KCBU Agent App, its banking application that promises improved, faster, easily accessible, and timely service delivery to customers looking for convenient financial services. The App will widen KCB’s footprint in Uganda in over 150 agent locations countrywide.  The platform was unveiled to KCB Bank agents, during a 2-day training that was organized by the bank at Hotel Africana on Tuesday 12th and Thursday 14th September 2023.

Speaking at the unveiling ceremony, Agnes Mayanja Namyalo, KCB Bank Uganda, Executive Director, thanked the agents for being good representatives of the bank and pledged the bank’s continued support in providing the necessary tools for better customer satisfaction. She reiterated that KCB is a digitally innovative bank that continues to pursue digital innovations that will ultimately ensure high levels of customer service and satisfaction.

She further encouraged the agents to embrace the different innovations fronted by the bank as the world continues to steer to digitalization.

Namyalo said, “KCB is a digitally innovative bank that continues to introduce better innovations to push even better service delivery. With these innovations we, as a bank pledge to deliver timely transactions through our cutting-edge technological solutions.”

She implored the agents to be professional in all their dealings because they are the bank’s representatives.

 “While as a bank we strive to provide the best tools to make it easier for you to give the best to our customers, we call upon you to uphold the highest standards of professionalism in delivering services because you are our representatives out in the world.”

Balabyeki Frank, Head of Risk at KCB Bank Uganda, encouraged the agents to invest in security not just in their businesses but in their gadgets as well.

Using the application, agents are able to open accounts for customers, carry out cardless and voucher-based withdrawals, float transfers, and bill and school fees payments.

He said, “Since this application is on your phone, you must be vigilant with your phone security. Scam artists come up with new scams every day. It is therefore up to you as a business owner to invest in security to avoid future losses.”

The agents welcomed the new development and hailed KCB Bank for good commissions, quick reaction to customer queries and always equipping them with the right tools and knowledge through training sessions.

Naluyange Mariam, a KCB agent at Avantgarde Technologies happily appreciated the steps taken by the bank to keep her and other agents updated with the constantly evolving technological innovations. She said customer service will now be easier because the platform so far is stable.

Naluyange intimated, “With this app, we expect to experience a more stable network with fewer glitches. I can already see a big improvement in my service delivery as an agent.” She was also quick to add that her relationship with KCB Bank as an agent has elevated her status in society. Agent banking is being adopted by both banks and customers as the world economy becomes more digitalized. According to the Bank of Uganda, there were 26,858 bank agents in 2022 and UGX10.3 trillion was transacted through the agent banking system.


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