[kictanet] Challenges facing MPESA Agents

[Safaricom Support]

Good morning Preston,

 

Access to our MPESA helpline  has been simplified.

 

Many people were having difficulty navigating the  IVR and we have
removed IVR on  MPESA .

 

Calls to 234 will now go through directly to our agents.

 

 To reduce wrong money transfers, we introduced new Safaricom SIM card
which allows one to access SIM contacts when performing M-PESA
transactions. To use the new card, one needs  save the phone numbers
that are frequently used for M-PESA transactions on the SIM card. The
new Safaricom SIM card is available in Safaricom retail centres, dealer
outlets and M-PESA agent outlets countrywide at a cost of Kshs50 for a
SIM replacement and Kshs100 for a new Safaricom line

 

Regards,

Naomi Maiwa

 

 


  

 

From: kictanet-bounces+support=safaricom.co.ke at lists.kictanet.or.ke
[mailto:kictanet-bounces+support=safaricom.co.ke at lists.kictanet.or.ke]
On Behalf Of Preston Odera
Sent: Monday, February 14, 2011 7:33 PM
To: Safaricom Support
Cc: KICTAnet ICT Policy Discussions
Subject: [kictanet] Challanges facing Mpesa Agents

 

Can Safaricom shed some light on this:-

When money is sent erroneously to a wrong number it has been very very
difficult to reach the customer care on time to report the incident
resulting in loss of funds.

It would be interesting to get some statistics by month  on how much
agents/customers are losing by not reaching the hotline in time. 

Information from agents indicates that it is near impossible to reach
the hotline in time to safe the situation. The line is unavailable and
could take from 30 to 60 minutes. Always the agents and their assistants
have to suffer the loss. by this time money will have been withdrawn by
the recipient.

Preston



 

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