Safaricom to Boost its Customer Care Service ‘Up to Four Times Current Capacity’

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Safaricom CEO, Bob Collymore goes through the Annual Report highlights with shareholders, Sally Chepkorir and Emmanuel Masaba during the release of Safaricom Limited Annual Report held at the Bomas of Kenya

Speaking at the telecommunications company’s AGM meeting which was held this past weekend at the Bomas of Kenya, Safaricom CEO Bob Collymore announced that they would be boosting customer care services ‘four fold’.

“We know that we are not providing our customers with the best experience when it comes to customer care, that is why I was pleased to announce today that in line with our continued strategy of investing in our People and Customers, we plan to increase our customer care capacity by four times,” Mr. Collymore said. “This will entail hiring 600 new staff to join our existing customer care team, [making it] what is already the biggest customer care facility in the region, even more responsive to customers’ needs.”

This is in response to, what the company says, over 400,000 calls are received every 24 hours from customers. Its all under a dedicated strategy that positions Safaricom’s agenda as keen to Transform Lives.

Collymore dove a little bit into the business of what’s a leading service provider in the region, saying that ‘mini-Safaricoms’ have been formed and are operational in six regions across the country, with the sole aim of improving on service delivery and offering custom-fit products.

As of 2017, Safaricom estimates to manage more customers through more than 250 outlets all over the country.

“We also realize that our customers are changing and we are changing with them. This is why we have started to create products that target the special needs of customers – ranging from the young [such as Blaze] to those who may want more value for every shilling.”

Safaricom Chief Financial Officer Sateesh Kamath with Geoffrey Betheul Maoga a shareholder at Safaricom during the release of Safaricom Limited Annual Report held at The Bomas of Kenya
Safaricom Chief Financial Officer Sateesh Kamath with Geoffrey Betheul Maoga a shareholder at Safaricom during the release of Safaricom Limited Annual Report held at The Bomas of Kenya

Other notable highlights from the safaricom AGM included an investment of Sh32 billion in the network last year – more than double the amount the government set aside for free primary education this year and heavy investments in fibre and advanced technologies such as 4G to expand data footprint and provide better connectivity to businesses and homes.

Safaricom has also committed to partner with 23,000 public primary schools, which have been earmarked for connection to the internet.

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