Safaricom injects fresh investments in customer care
From MARIA MACHARIA in Nairobi, Kenya
NAIROBI – SAFARICOM has announced renewed investments in its Customer Care organization as it seeks to strengthen service delivery to customers in Kenya.
Figures were not disclosed.
Following last year’s announcement of an additional 600 jobs at its primary call centre located in Nairobi, Safaricom has started the process to create an additional 300 job opportunities this year to boost ongoing customer care initiatives.
In the last year, Safaricom has commissioned 135 customer care desks across the country, which aim to provide customers with easier access to essential services.
“We are progressively examining how we can improve the customer’s experience on our network,’ said Bob Collymore, Chief Executive Officer at Safaricom.
“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.”
The initiatives form part of a two-year internal customer experience strategy that aims to lead to several transformational initiatives for the company’s customer engagement initiatives.
Meanwhile, on Friday, Safaricom shareholders approved a final dividend of
Sh0,97 (US$0,01) per share for the financial year ended March 31, 2017 as recommended by the directors.
The final dividend will be payable on or before December 1.
– Technoafrica
