[kictanet] SMS Service by the 2 Operators

Fri Feb 29 09:27:08 EAT 2008

On the issue of not being able to get through to Safaricom Customer Care,
the answer is to outsource this function to some of the local BPO firms.
What became of  Safaricom's plans to outsource some of their customer care
functions? Customers are suffering as they cant get through to Safaricom's
call centre, and hence the long ques at their branch outlets.

Peres Were

Managing Director

CASCADE GLOBAL

 <http://www.cascadegl.com> www.cascadegl.com

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From: kictanet-bounces+pwere=cascadegl.com at lists.kictanet.or.ke
[mailto:kictanet-bounces+pwere=cascadegl.com at lists.kictanet.or.ke] On Behalf
Of Simon Mayoye
Sent: 29 February 2008 08:23
To: pwere at cascadegl.com
Cc: KICTAnet ICT Policy Discussions
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> 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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