URSB benchmarks on URA’s customer handling system

Uganda Registration Service Bureau has benchmarked on the Client Experience Section of Uganda Revenue Authority in a bid to learn how to effectively and efficiently handle many its clients.

Addressing the 10-member from URSB , Robert Kalumba, the Ag. Assistant Commissioner Public and Corporate Affairs Division appreciated the team for choosing to benchmark on URA’s systems in order to revamp their own Customer Care Centre.

“We are really excited that you are here to benchmark so as to revamp your contact centre and I would like to assure you that you have come to the right place and with the right team,” he said.

Jerry Opolot, the URSB Manager Systems and head of the delegation applauded URA for honouring their request, saying, “At URSB, we are in a journey to improve our service delivery and one of the things we want to do is to revamp our contact centre.”

He noted that there are initiatives which are being carried out and one of those is to change the system they are currently using to manage the entire process.

Angel Musasizi, Ag. Manager Client Experience at URA explained to the URSB team how their section operates in serving internal and external clients.

“We have four units in Client experience, namely: – Contact Centre, Hybrid Chat, Service Delivery through Touchpoint and Quality Assurance Monitoring and Reporting which are all responsible for the entire client satisfaction and perception journey,” she said.

Musasizi explained that the section is responsible for providing a seamless client experience to ensure that all client enquiries are attended to in a timely and efficient manner, saying, “Our primary role is to capture and manage demand for incident resolution and service requests, both internal and external.”

Kalumba noted that on a daily the Client Experience team interacts with over 2,000 people.

Edgar Wagimweri Nalela, Voice and Hybrid Chat IT expert at URA took the URSB team through the systems including CISCO, Expert Flow, Calabrio and Touch Point which are critical in offering a satisfactory client experience.