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<p class=MsoNormal><font size=2 color=blue face=Arial><span style='font-size:
11.0pt;font-family:Arial;color:blue'>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.<o:p></o:p></span></font></p>
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<p class=MsoNormal><em><b><i><font size=2 color=blue face=Arial><span
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<p class=MsoNormal><font size=2 color=blue face=Arial><span lang=EN-US
style='font-size:10.0pt;font-family:Arial;color:blue'>Managing Director</span></font><font
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<p class=MsoNormal><strong><b><font size=2 color=blue face="Times New Roman"><span
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<p class=MsoNormal><b><font size=2 face=Tahoma><span lang=EN-US
style='font-size:10.0pt;font-family:Tahoma;font-weight:bold'>From:</span></font></b><font
size=2 face=Tahoma><span lang=EN-US style='font-size:10.0pt;font-family:Tahoma'>
kictanet-bounces+pwere=cascadegl.com@lists.kictanet.or.ke
[mailto:kictanet-bounces+pwere=cascadegl.com@lists.kictanet.or.ke] <b><span
style='font-weight:bold'>On Behalf Of </span></b>Simon Mayoye<br>
<b><span style='font-weight:bold'>Sent:</span></b> 29 February 2008 08:23<br>
<b><span style='font-weight:bold'>To:</span></b> pwere@cascadegl.com<br>
<b><span style='font-weight:bold'>Cc:</span></b> KICTAnet ICT Policy
Discussions<br>
<b><span style='font-weight:bold'>Subject:</span></b> Re: [kictanet] SMS
Service by the 2 Operators</span></font><span lang=EN-US><o:p></o:p></span></p>
</div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>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.<o:p></o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'> <o:p></o:p></span></font></p>
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<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>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.<o:p></o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'> <o:p></o:p></span></font></p>
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<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>I wonder if MJ has enough attendants to customer calls or there is
a problem with their call center if they have any.<o:p></o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'> <o:p></o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>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.<br>
<br>
<b><i><span style='font-weight:bold;font-style:italic'>Odhiambo <st1:State
w:st="on"><st1:place w:st="on">Washington</st1:place></st1:State>
<odhiambo@gmail.com></span></i></b> wrote:<o:p></o:p></span></font></p>
</div>
<blockquote style='border:none;border-left:solid #1010FF 1.5pt;padding:0cm 0cm 0cm 4.0pt;
margin-left:3.75pt;margin-top:5.0pt;margin-bottom:5.0pt'>
<p class=MsoNormal style='margin-bottom:12.0pt'><font size=3
face="Times New Roman"><span style='font-size:12.0pt'><o:p> </o:p></span></font></p>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>On Thu, Feb 28, 2008 at 2:20 PM, Edith Adera <<a
href="mailto:eadera@idrc.or.ke">eadera@idrc.or.ke</a>> wrote:<o:p></o:p></span></font></p>
<div vlink=blue link=blue>
<div>
<div style='margin-bottom:12.0pt'>
<p class=MsoNormal><font size=2 color=navy face=Arial><span lang=EN-US
style='font-size:10.0pt;font-family:Arial;color:navy'>Mobile Operators,</span></font><span
lang=EN-US><o:p></o:p></span></p>
</div>
<div style='margin-bottom:12.0pt'>
<p class=MsoNormal><font size=2 color=navy face=Arial><span lang=EN-US
style='font-size:10.0pt;font-family:Arial;color:navy'>Is there any particular
reason why about 70-80% of sms are not being delivered in the last 1 month or
so?</span></font><span lang=EN-US><o:p></o:p></span></p>
</div>
<div style='margin-bottom:12.0pt'>
<p class=MsoNormal><font size=3 face="Times New Roman"><span lang=EN-US
style='font-size:12.0pt'> <o:p></o:p></span></font></p>
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<p class=MsoNormal style='margin-bottom:12.0pt'><font size=3
face="Times New Roman"><span style='font-size:12.0pt'><br>
I thought this applied to me alone:-)<br>
However, are there representatives of mobile operators (who are at the level of
addressing such matters) on this forum?<br>
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.<br>
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.<o:p></o:p></span></font></p>
</div>
</div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><br clear=all>
<br>
-- <br>
Best regards,<br>
Odhiambo WASHINGTON,<br>
<st1:City w:st="on"><st1:place w:st="on">Nairobi</st1:place></st1:City>,KE<br>
+254733744121/+254722743223<br>
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ <br>
<br>
"Oh My God! They killed init! You Bastards!"<br>
--from a /. post _______________________________________________<br>
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</blockquote>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
<p><font size=3 face="Times New Roman"><span style='font-size:12.0pt'> <o:p></o:p></span></font></p>
<div class=MsoNormal align=center style='text-align:center'><font size=3
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<hr size=1 width="100%" align=center>
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<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
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