Safaricom has announced that it has started the process of hiring 300 employees to boost ongoing customer care initiatives. This is in addition to last year’s announcement of an additional 600 jobs at its primary call centre located in Nairobi.
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. 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,” said Bob Collymore, CEO, Safaricom.
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.
The company also a said it will before the end of the year open a new call centre in Eldoret town in a bid to ease pressure on other existing centres.