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<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Good
morning Preston,<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Access
to our MPESA helpline has been simplified.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Many
people were having difficulty navigating the IVR and we have removed IVR on
MPESA .<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Calls
to 234 will now go through directly to our agents.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'> <span
lang=EN-GB>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</span></span><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Regards,<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Naomi
Maiwa<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:Tunga;color:blue'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:Tunga;color:blue'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:blue'><br>
</span><i><span style='font-size:11.0pt;font-family:"Arial","sans-serif";
color:blue'> </span></i><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:blue'> <o:p></o:p></span></p>
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<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span
style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> kictanet-bounces+support=safaricom.co.ke@lists.kictanet.or.ke
[mailto:kictanet-bounces+support=safaricom.co.ke@lists.kictanet.or.ke] <b>On
Behalf Of </b>Preston Odera<br>
<b>Sent:</b> Monday, February 14, 2011 7:33 PM<br>
<b>To:</b> Safaricom Support<br>
<b>Cc:</b> KICTAnet ICT Policy Discussions<br>
<b>Subject:</b> [kictanet] Challanges facing Mpesa Agents<o:p></o:p></span></p>
</div>
<p class=MsoNormal><o:p> </o:p></p>
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<p class=MsoNormal style='margin-bottom:12.0pt'>Can Safaricom shed some light
on this:-<br>
<br>
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.<br>
<br>
It would be interesting to get some statistics by month on how much
agents/customers are losing by not reaching the hotline in time. <br>
<br>
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.<br>
<br>
Preston<br>
<br>
<o:p></o:p></p>
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style='font-size:10.0pt;font-family:"Calibri","sans-serif"'>
<hr size=1 width="100%" align=center>
</span></div>
<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'>Don't
pick lemons.<br>
See all the <a
href="http://autos.yahoo.com/new_cars.html;_ylc=X3oDMTE0OGRsc3F2BF9TAzk3MTA3MDc2BHNlYwNtYWlsdGFncwRzbGsDbmV3Y2Fycw--">new
2007 cars</a> at <a
href="http://autos.yahoo.com/new_cars.html;_ylc=X3oDMTE0OGRsc3F2BF9TAzk3MTA3MDc2BHNlYwNtYWlsdGFncwRzbGsDbmV3Y2Fycw--">Yahoo!
Autos.</a><o:p></o:p></span></p>
</div>
<DIV><STRONG>Note:</STRONG></DIV>
<DIV><SPAN lang=EN-GB
style="FONT-WEIGHT: bold; FONT-SIZE: 11pt; COLOR: green; FONT-FAMILY: 'Century Gothic'">All
emails sent from Safaricom Limited are subject to Safaricom’s Email Terms &
Conditions. Please click <A
href="http://www.safaricom.co.ke/index.php?id=954"><SPAN
style="COLOR: green"><FONT color=#400080>here</FONT></SPAN></A> to read the
policy. </SPAN>
<HR>
</DIV>
<IMG
src="http://www.safaricom.co.ke/fileadmin/signaturefiles/MpesaTip1.JPG"> </SPAN></B><EM>
</EM>
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