[kictanet] Challenges facing MPESA Agents

[Safaricom Support]

Dear Benjamin,

 

The IVR for prepaid helpline 100 and the postpaid helpline 200 are still available, Its only the mpesa  helpline 234 which doesn’t have.

 

Regards

Munene Muchoki

 

From: Benjamin Makai [mailto:benmakai at yahoo.com] 
Sent: Wednesday, February 16, 2011 2:00 PM
To: Safaricom Support
Subject: Re: [kictanet] Challenges facing MPESA Agents

 

Naomi
The IVR bit, does it apply to pre paid only ? Just tried on a post paid line and it is still going via IVR



Benjamin Makai
Tel: 254-722-540641
P.O. Box 8608, 00300, Nairobi, Kenya

--- On Wed, 2/16/11, Safaricom Support <Support at Safaricom.co.ke> wrote:


From: Safaricom Support <Support at Safaricom.co.ke>
Subject: Re: [kictanet] Challenges facing MPESA Agents
To: benmakai at yahoo.com
Cc: "KICTAnet ICT Policy Discussions" <kictanet at lists.kictanet.or.ke>
Date: Wednesday, February 16, 2011, 7:50 AM

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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