[kictanet] SMS Service by the 2 Operators

Fri Feb 29 09:16:50 EAT 2008

This customer service issue is one that safaricom just has to take in hand. Celtel may be lagging behind a bit but there is a turnaround on the ground on people's views of them. As people continue to give them a chance and a hearing, one is likely to see in due course a turnaround in subscriber buy in. It starts with someone having two numbers and then dropping one.

Perhaps the customer care issue could be not as hard to solve. I would put it to you that safaricom should outsource the customer service function entirely. 

It may be hard to find one call centre locally that handle their sheer size, but we have seen people in the outsourcing industry forming a consortium to support the humanitarian efforts for the internally displaced people. They can do the same for safaricom and the nature of business being what it is, they can significantly scale up their operations if they new that pioneering business like safaricom was behind them. 
This is not a new concept. 

The main advantage if it is that not only would safaricom's (and KQ's and Equity's and many other players) efficiency and business capacity increase but also it would provide an anchor for the local industry to be able to get business from elsewhere. 

The more employed people in that industry, the better the quality of the safaricom customer because they call more etc. 

The other aspect of the safaricom customer care problem is the physical one. Now that you cnt call them you must go to a handful of locations around nairobi for example, queue for an hour before you have an elementary question answered. 

How about, by way of solution, having more two desk safaricom customer service checkpoints every couple of kilometres in the neighbourhoods? You know 5 or so in buruburu, 1 in south c, one in nairobi west, 5 around kibera etc

I even have a name for such dukas - safaricom jirani. (Oops, they may never use it now, but if they do remember where it came from and michael a bottle of excellent whitw wine will suffice as payment for sharp idea he! he!)

I'm willing to bet that same bottle of wine that none of this is original and that MJ has heard it before.

What don't we know, michael?

Al Kags
Sent from my BlackBerry® smartphone provided by Celtel Kenya

-----Original Message-----
From: Simon Mayoye <smayoye at yahoo.com>

Date: Thu, 28 Feb 2008 21:23:08 
To:alkags at alkags.com
Cc:KICTAnet ICT Policy Discussions <kictanet at lists.kictanet.or.ke>
Subject: Re: [kictanet] SMS Service by the 2 Operators

I support Wash on the issue on customer response,I pitty especially safaricom's prepaid customers,calls made to 100 will never go thro'--maybe 1 out of 1000 calls will go thro' and safaricom knows that.And the reason they give is that many subcribers(more than they can handle) do make customer care calls,then I wonder who are these customers whose calls go thro'.I think safaricom has more clients than they can support. 

Imagine an ISP being called by its customer without successfully going thro',you can agree with me that the next day they will be with another ISP. 

I wonder if MJ has enough attendants to customer calls or there is a problem with their call center if they have any. 

I bet it is true Kenyans are spoilt for choice in every aspect of life except with the mobile industry.Either choose Safaricom which is more creative but unreachable or go with Celtel atleast reachable but not so creative.

Odhiambo Washington <odhiambo at gmail.com> wrote: 

On Thu, Feb 28, 2008 at 2:20 PM, Edith Adera <eadera at idrc.or.ke <mailto:eadera at idrc.or.ke> > wrote:

Mobile Operators, 
Is there any particular reason why about 70-80% of sms are not being delivered in the last 1 month or so?   

I thought this applied to me alone:-)
However, are there representatives of mobile operators (who are at the level of addressing such matters) on this forum?
I remember one request that we should not expect MJ to be at such a level, so maybe you could just call 200 for Safaricom and 700 for Celtel.
However, I must note one point even if it offends others: Celtel Customer care is better in response and problem resolution so I am positive they will address your issues adequately, and to your satisfaction. I've experienced this since 2000. My experience with Safaricom has been painful, especially with support, but mostly with their billing.

-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
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