Safaricom announces fresh investments in customer care
Integrated telecommunications service provider Safaricom has announced renewed investments in its customer care organization as it seeks to strengthen service delivery to customers.
Following last year's announcement of an additional 600 jobs at its primary call center located in Nairobi, Safaricom has started the process to create an additional 300 job opportunities this year to boost ongoing customer care initiatives.
In het afgelopen jaar heeft Safaricom opdracht gegeven 135 klantenbureaus over het land, die erop gericht zijn klanten gemakkelijker toegang te krijgen tot essentiële diensten.
"We are progressively examining how we can improve the customer's experience on our network. The additional staff should help reduce call waiting times at the call center, while the mobile care desks will ensure that more customers have enhanced access to the right services, "said Bob Collymore, CEO, Safaricom.
De initiativer udgør en del af en toårig intern kundekonsekvensstrategi, som skal lede til flere transformationsinitiativer for virksomhedens kunde engagement initiatives.
Specifikt er agendaen at sætte kunden i fokus på alle initiativer som startet av selskapet, og sikrer at alle bedriftsoppgaver skaper individuelle erfaringer for kunder.
"We are in the process of deploying intelligent solutions that will enable us to better understand our customer needs across all divisions of the company. Den planlagte kundeservicecentre vil lette presset på vores eksisterende center - allerede det største i regionen - lige så det giver flere beskæftigelsesmuligheder, "sagde Mr. Collymore at the company's Annual General Meeting.
