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

Connecting Africa Podcast: S2 Ep. 4 – Agri-fintech, from kibbutz to Kenya

The Connecting Africa Podcast team speak to Israeli-Kenyan startup Avenews' co-founder and CEO, Shalom Ben-Or, about his fintech super-app that has been built specifically for Africa's agriculture industry.

Story

Hot startup of the month: Cloud-native developer Deimos

This month's hot startup is pan-African cloud technology and professional services company Deimos which is on a mission to be the leading cloud-native technology company in Africa.

More Innovation hub

Flash poll

All polls

Partner perspectives

All Partner Perspectives

Africa Tech Perspectives

Story

Women in Tech: Spotlight on inclusivity with Digital Council Africa's Juanita Clark

Digital Council Africa founder and CEO, Juanita Clark, talks to Connecting Africa as part of our Women's Month series about her career and what needs to be done to make the tech industry intentionally inclusive.

Story

Women in Tech: Spotlight on legal tech with Life.file's Sinal Govender

Life.file co-founder, Sinal Govender, talks to Connecting Africa as part of our Women's Month series about her career and how we can encourage more young girls to enter the legal tech field.

Story

Digital inclusion as a catalyst for economic empowerment: Mastercard's Imelda Ngunzu

Mastercard's Imelda Ngunzu talks to Connecting Africa about how digital payment solutions and mobile money are transforming the lives of small business owners, women and marginalized groups in East Africa.

More AfricaCom perspectives

Latest video

More videos

Industry announcements

More Industry announcements

Guest Perspectives

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.

Story

Omdia View: June 2022

By Omdia Analysts

5G was the major news trend across Africa in June, as Orange became the first operator to launch 5G in Réunion and operators in Senegal accelerated their 5G plans despite spectrum delays.

More Guest Perspectives

Sponsored video

More videos

Like us on Facebook

Newsletter Sign Up


Sign Up