KENYA – To strengthen service delivery to its customers, Kenyan telco Safaricom has renewed investments in its customer care organization in initiatives that will create 300 new job opportunities in the country.
The initiatives aim to put the customer at the heart of all initiatives launched by the company, ensuring that all its efforts create individualized experiences for customers.
In 2016, Safaricom announced an additional 600 jobs at its primary call centre in Nairobi, the biggest in the region, and has commissioned 135 customer care desks across Kenya in the last one year.
“We are progressively examining how we can improve the customer’s experience on our network. The additional staff should help decrease call waiting times at the Call Centre, while the mobile Care desks will ensure that more customers have enhanced access to the right services,” Bob Collymore, CEO, Safaricom said.
The company is in the process of deploying intelligent solutions to enable it better understand its customer needs across all divisions of the company.
Collymore added that the planned customer care centre will ease pressure on Safaricom’s existing centre as well as provide more employment opportunities.