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Safaricom to add 600 customer care agents to handle 400,000 daily calls

Safaricom’s CEO Bob Collymore said the move is intended to fix some of the capacity issues the firm is facing/FILE

Safaricom’s CEO Bob Collymore says the move is intended to fix some of the capacity issues the firm is facing/FILE

NAIROBI, Kenya, Sept 2 – Safaricom plans to recruit close to 600 customer care agents across its regional offices by the end of the year.

Chief Executive Bob Collymore says this is in a bid to increase their customer care capacity by 30 per cent as it seeks to decentralize from the capital.

Collymore says the move is intended to fix some of the capacity issues the firm is facing in responding to over 400,000 calls a day.

The mobile telco has also created “Mini Safaricoms” that will operate in six regions across the country. Among the regions include Coast, Mt. Kenya Region, Nairobi East and West Rift Valley and the Western regions, which will act as regional headquarters.

“This will allow us to manage more customers and provide more services through more than 250 outlets all over Kenya in the coming year,” Collymore announced.

Collymore was speaking during Safaricom’s Annual General Meeting where shareholders have received a payment of a final dividend of 76 cents per  share amounting to Sh30.48 billion representing 80 per cent of the company’s net income.

Also, the shareholders approved the payment of a one-off special dividend of 68 cents per share amounting to Sh27.2billion.  Chairman Nicholas Ng’ang’a says the one off distribution is a confirmation of the confidence that the board has in the company’s strategy to continue generating more value to the shareholders.


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