By Kamugisha Kabahweza Allan
A team from the Uganda Electricity Distribution Company Limited (UEDCL) recently benchmarked on URA’s contact center in preparation for the expansion of their own.
During the visit, the team gained insight into the inner workings of URA’s hybrid chat, which mines data from all URA social media handles and WhatsApp, the touchpoint, which mines information from the emails and web portal and assigns a ticket number to each request, as well as the call center.
Michael Masembe, the Ag. ACPCA noted that URA has leveraged the contact centre to provide reliable services, which has enhanced taxpayer compliance.
“URA is cultivating a tax-paying culture through the provision of reliable services, leadership development, and building strategic partnerships,” he stated.
In her remarks, Rose Lungaho, the Customer Service Manager at UEDCL, commended URA for the quick “average rate of answer” when responding to client queries. The follow-up is superb, and the feedback is good.
