Safaricom has announced plans to investment more in its Call Center to strengthen service delivery to customers.
The initiative forms part of a two-year internal customer experience strategy that aims to lead to several transformational initiatives for the company’s customer engagement initiatives.
The company’s new call center which will be based in Eldoret will create an additional 300 jobs, to compliment the 600 jobs created at the Nairobi call center last year.
According to Safaricom Chief Executive, Bob Collymore, the call center receives more than 100, 000 calls in a day.
“The additional staff will 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,” he said.
He added that their aim is to put the customer at the heart of all initiatives launched by the company, and ensuring that all company efforts create individualized experiences for customers.
Safaricom has in the past year commissioned 135 customer care desks across the country which aim to provide customers with easier access to essential services.