BY MARTIN MWITA
Safaricom (NSE: SCOM) 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 centre located in Nairobi, Safaricom has started the process to create an additional 300 job opportunities this year to boost ongoing customer care initiatives.
In the last year, Safaricom has commissioned 135 customer care desks across the country which aims 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,” CEO Bob Collymore said.
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.
Specifically, the agenda aims to put the customer at the heart of all initiatives launched by the company, ensuring that all company efforts create individualized experiences for customers.
“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. The planned customer care centre will ease pressure on our existing centre – already the biggest in the region – even as it provides more employment opportunities,” Collymore said at the company’s Annual General Meeting on Friday.
The telco’s shareholders have approved a final dividend of Sh0.97 per share for the Financial Year ended March 31 2017, as recommended by the directors.
The final dividend will be payable on or before December 1, 2017 to the shareholders appearing on its register of members as at the close of business on Friday September 15, 2017.
The telecommunication company has also announced it will be venturing into e-commerce in quarter four of this year (October-December), by launching its MSoko platform.
During the AGM held in Nairobi, Safaricom shareholders approved change to company’s article of association in regards to approval of any business plan, approval of annual budget, appointment of CEO as well as appointment of financial director, who will need not less than 75 per cent of directors vote.
Collymore announced the firm has so far lost Sh400 million as a result of disruptions during and after the August general elections.