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Safaricom hires 600 more call center staff to boost customer handling capacity

You have probably have had to call Safaricom customer care and waited in line for several painful minutes before an agent came to your assistance (if the call did not drop before that), at times a little too late if it was an MPESA transaction gone wrong.Many times though you are better of tweeting them than calling if my experiences have been anything to go by.

All that is however set to change following the announcement that Safaricom is hiring 600 more customer care executives. The announcement was made by the telco’s CEO Bob Colymore during the company’s AGM held at Bomas of Kenya in Nairobi.

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.

The company currently receives about 40,000 customer care calls daily and hopes that the increased staff numbers  will turn around customers’ experiences when they contact the call centres.

Colymore also announced a new partnership  between Safaricom and the government that will see them connect 23,000 primary schools with internet.

Through this partnership with the Government, we hope to create more opportunities for our children, who will be able to learn in environments similar to anywhere else in the world.

Safaricom has so far connected some 560 sites in 20 towns across the country with 4G network and 3,200 KMs of fibre.




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