Connecting Africa is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 3099067.

Investment

Safaricom to Create Another 300 Customer Care Jobs

Article Image
Kenya's Safaricom is to boost its workforce with the recruitment of another 300 customer care staff this year, saying the plans will reduce the pressure on existing employees and reduce call-waiting times for customers.

The 300 jobs will be in addition to 600 roles that Safaricom Ltd. last year said it would create at its primary call center in Nairobi, with both initiatives forming part of a two-year initiative to overhaul customer care.

Including 344 contractors, the Kenyan telco had a total of 4,602 employees in 2016, according to its annual report for that year.

It appears that staff recruited under the latest plans will be based at a new facility, although the company did not indicate whether this would be in Nairobi or elsewhere.

"The planned customer care center will ease pressure on our existing center -- already the biggest in the region -- even as it provides more employment opportunities," said Bob Collymore, Safaricom's CEO, in a company statement.

In a clear effort to improve local support facilities, Safaricom has also commissioned 135 customer care desks across Kenya during the past year, giving customers easier access to important services, the company revealed.

"We are progressively examining how we can improve the customer's experience on our network," said Bob Collymore, Safaricom's CEO, in a company statement. "The additional staff should help decrease call waiting times at the call center, while the mobile care desks will ensure that more customers have enhanced access to the right services."

Safaricom is also investing in "intelligent solutions" that will help it to better understand customer needs, said Collymore, without providing more details.

While Safaricom is on a fresh recruitment drive, telcos in other parts of the world have acknowledged that ongoing investment in automation and artificial intelligence systems will have an impact on customer care staff numbers.

— Iain Morris, News Editor, Light Reading

Innovation hub

Story

Hot startup of the month: Pan-African fintech KamaPay

This month's hot startup is pan-African fintech KamaPay, which helps individuals and businesses make cross-border payments on the continent.

Story

Afretec awards $3.3M in grants to African research teams

The African Engineering and Technology Network (Afretec) has awarded grants worth $300,000 each to 11 university research teams across Africa to advance digital technologies.

More Innovation hub

Latest video

More videos

Sponsored video

More videos

Industry announcements

More Industry announcements

Flash poll

All polls

Africa Tech Perspectives

Story

Deep dive into East Africa's tech startup ecosystem

New survey reveals a lack of access to investors, reliance on international VCs and global recession trends as the biggest barriers for East African tech startups to access funds.

Story

Challenges and opportunities for women's tech careers

A new survey reveals that COVID-19, the cost-of-living crisis, skills shortages and a lack of mentorship have negatively affected women's career development over the past two years.

Story

Survey: Opportunities for Women in Tech

Take our new survey for women across Asia, Europe and Africa looking at the biggest challenges and opportunities for women-led enterprises and trends in tech careers for women.

More AfricaCom perspectives

Upcoming events

London Tech Week
June 13-16, 2023
Queen Elizabeth II Centre, Broad Sanctuary, London SW1P 3EE
Cybertech Africa 2023
August 1-2, 2023
Kigali Convention Center, Kigali, Rwanda
Africa Tech Festival, Home of AfricaCom and AfricaTech
November 13-16, 2023
CTICC, Cape Town
More Upcoming events

Guest Perspectives

Story

Omdia View: February 2023

By Omdia Analysts

In February 2023 key events in the Middle East and Africa included a major Internet project for Africa's underserved by Liquid Intelligent Technologies and Microsoft as well as a 5G launch in Tanzania – that and more in this month's Omdia View.

Story

Omdia View: July 2022

By Omdia Analysts

Kenya and Zambia move towards 5G with new spectrum allocations while Tunisie Telecom plans to shut down its 3G network - that and more in this month's Omdia View.

More Guest Perspectives

Partner perspectives

All Partner Perspectives

Like us on Facebook

Newsletter Sign Up


Sign Up