KENYA – Kenya’s leading mobile network operator, Safaricom has opened a new Call Center in Eldoret in a bid to improve customer experience in the region and across the country.
The telco giant has invested about US$8.98 million (Ksh900 million) in the facility which it says will create over 800 job opportunities for new employees.
According to Safaricom, the new call center will enhance efficiency in handling the over 150,000 calls received daily and help resolve customer queries much faster.
The company said it will be recruiting 300 interns from various local universities in Uasin Gishu County as part of the strategy to create employment for the youth and enable them to gain the requisite job experience.
“Today, we celebrate yet another milestone in line with our strategic business objective of putting the customer first.
We want to ensure that, as we continue growing and investing in technology and in our network, we do not lose sight of our customers and their needs”, said Sylvia Mulinge, Chief Customer Officer Safariccom.
“Our plan is to offer three months paid internships for students from various campuses within the county.
This will not only help us to build partnerships with the learning institutions but will also enable us offer the youth work experience and mentorship.”
Eldoret town currently has two fully operational Safaricom retail shops which offer a wide range of services and products while Rift valley has over 21 customer service desks and 9 retail shops spread across the region.
“We welcome Safaricom’s move to set up a Call Centre in Uasin Gishu.
Eldoret is a cosmopolitan town and is also one of the fastest growing towns in Kenya making it an attractive destination for businesses.
We thank Safaricom for partnering with us to transform the lives of our people,” said Jackson Mandago, Governor, Uasin Gishu County as he officially launched the Call Centre.
Safaricom has in the recent past increased awareness of their available self-care solutions in order to reduce the number of calls to their Call Centres.
The firm said that this has resulted in 24 million daily uses of the USSD solution and over 700,000 smartphone customers using the mySafaricomapp daily.
The firm has also launched Safaricom Jitambulishe, a Voice Biometrics identification system which allows customers to use their voices for authentication before accessing assisted services such as resetting their M-PESA PIN and PUK requests.
To improve service delivery to customers, Safaricom last year launched Zuri, an artificial intelligence (AI) Chatbot assistant available on Telegram and Facebook Messenger.