Category Archives: Safaricom

Twitter Week: January 7

Here’s a summary of my week on Twitter in a top 5 format covering traffic and restaurant woes

5. Raring for the World Cup in South Africa: – ESPN to broadcast 2010 world cup in 3D http (via Business pundit)
– Thinking of driving to world cup in SA? AA of Kenya offer (i) car passport (ii) international driver license (iii) COMESA insurance; r/t @bugzville58 good idea you should though Kampala bus is also offering a trip for about 800 dollars one way.

4. Traffic in Nairobi was Good and then Bad: – Nairobi should remain like this: no traffic, or queues and faster bandwidth. Lets close Thika & Nakuru roads and #devolve the rest to shags

– Back to 5 day week and a matatu strike in Kenya to kick off 2010; ying yang: Nairobi public transit strike means booming business for taxis (good luck getting one this evening); r/t @tmsruge I was in the CBD today. All streets were a parking lot. No point taking either as you won’t get anywhere. #footing works best! ; Roads not so bad out of town 30min stationary then 10 min cruise home #matatustrike
– R/t @MoSande KE Matatus call off nationwide strike after PM promises to address their grievances. Normal service to resume immediately
– @inexes and i hear someone may be ending Mombasa vacation this evening #nairobitraffic; @karuoro someone just flew in from Mombasa holiday

3. Odds and ends: – From Nairobi Star: statehouse complains about Lucy worst dressed rank, while Atwoli is scandalized–says his peers in 150 wool class are Moi & Kirubi
– The Tamarind Group has taken over the Karen Blixen Coffee Garden Restaurant, which is renamed Tamambo KBCG
– Repeat of ‘House of cards’ showing on CNBC Africa. Documentary should be done on Nairobi or Nigeria shares bull run and bust
– Books first have buy pizza in happy hour, get one free. But also charge Kshs. 100 for take away pizza cartons – why?

2. Safaricom mandatory SIM registration, and costly 3G: – Via @kahenya solutions to improving mobile competition in #Kenya, and break #Safaricom domination of #3G http://tinyurl.com/y8bs9cl
– via @kainvestor #Safaricom forcing new users to register their sim cards, which can’t be activated unless registered with an ID ->safcom=Gok r/t @LarryMadowo Its now a legal requirement for ALL SIM card holders to be registered & #Safaricom move is only the 1st step but @LarryMadowo @kainvestor Safaricom already has 1/2 their subscriber details from m-pesa accounts
– Can’t find a reliable #zain #zap money transfer agent in Kenya? Try the local post office or #posta (via #introverted blog post)
– Consumers getting unhappy about #Safaricom #internet bundle costs http://tinyurl.com/yzxjt25 but they rarely leave @archermishale the word is out, be careful how you use expensive Safaricom data bundles – are they billing on supa ongea tariff?

1 It’s 2010: Happy New Year: Against sound advice, went out and got served a crap lunch. Remember waiters & kitchen staff are working, not celebrating the holidays
– Best food prayer I’ve heard ‘. . Also for the wonderful meal, bless the pockets that may have been depleted by it’
– Looking at the @KenyaBuzz year end calendar – Pole Dancing Competition at Tembo Disco Mombasa http://tinyurl.com/ya786td

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situs gacor

Twitter Week Top 10 December 22

Twitter is a micro-blogging tool that is really nifty for doing mini-posts, forwards and other remarks that (are on any subject) and are maybe not worthy of a full blog post. Here’s a summary of my week on Twitter in a Dave Letterman top 10 format covering tech events, new planes, sluggish car sales, strange naiorbians and other topics

10 Mainstream Blogging: #F1 blogger quits work to blog full time-best wishes @f1fanatic_co_uk! http://tinyurl.com/yegm5l3
– Great reads: the 75 best business-blogs of 2009 http://www.businesspundit.com/the-75-best-business-blogs-of-2009/ includes @emeka_okafor

9. Tech Nairobi @whiteafrican is live blogging from @AfricaGathering today, refresh this post for the latest: http://bit.ly/75WgJ3 #agathering #agnairobi09
– Look out for @afromusing’s guide to buying solar gadgets.(via @sciculturist) <—–it's about time! #giftsforocha
– Stealth Startups, Get Over Yourselves: Nobody Cares About Your Secrets http://goo.gl/fb/hLw6 (via @rafiq)
– R/t: on the @ushahidi blog – 3 misconceptions about #ushahidi
idle castle brew facility
8. Brew Chatter SA giant beer brewer SAB considering re-entering kenya market after Deal with EABL in tanzania sours (Via @Nairobi star)
– konyagi vs waragi http://chickabouttown.com/2009/12/20/konyagi-vs-uganda-waragi/

7. GoK Absurdities 1. We dont accept sealed letters for PS, unless you have delivery book 2.This gate is locked between 9am and 4pm
– Harambee house is a corruption free zone, @SupremeGREAM – and so is a police roadblock #nyayohouse
– So new Police comm. Iteere got the 3rd class Moran/Golden Heart of Kenya; but so did Pauline & Ida
– Labour leader Atwoli sermons on #citizentv opposes privatization of #nationalbank #KCB #newKCC and kenya ports authority

6. Plane Chatter– know everything about today’s maiden boeing 787 flight (weather permitting) http://tinyurl.com/yewg5pl (via @flightblogger)
– 787 has taken off, take that copenhagen. R/t @coldtusker #787 is supposed to have a lower carbon footprint so supports #Copenhagen goals
– via @FlyingEmirates a Kenyan wins Emirates A380 dream prize (to Bangkok, Sydney or Seoul ) <—-i'm so jealous! http://bit.ly/8yKvNA
– @coldtusker @alykhansatchu crown will fight to keep emirates independent as long as it can (perhaps pare down new plane buys to do so)
– #onejetone among airlines appying for licenses again – mombasa, harare, london
4:43 PM Dec 18th from web

5. Investor Awareness – ICT Kenya board tender for digitization of court records http://www.ict.go.ke/images/pdfs/6593719R_2.pdf @kenyanpundit
– Securities Industry Training Institute launched in Uganda-progs on capital markets,corp.fin, asset-mgmt, entrepreneurship, corp.govnance etc
– Send Nairobi Stock Exchange complaints by SMS to 8485, cost 10/= (also to receive) http://www.nsecomplaints.co.ke/ (via @NSEKenya)
– r/t @alykhansatchu Kenya Economic Update 2009 from the World Bank http://bit.ly/90sYCp simply definitive and full of Data that will surprise
– On CitizenTV ‘how to be rich’ is a golden dream prod .i.e @alfredmutua – they had ad for cobra squad season 2 DVD as perfect x-mas gift

4. Cars, Cars, Cars – r/t @SupremeGREAM today i was at biggest car yard on ngong rd and the only people there were salesmen, wash guyz and suppliers-grim(econ)! are you seeing some slowdown in autos? soe eyards have KBE and KBH that are gathering dust. – got a KBC Mark II been in the yard that long. today took it for a random drive. 780k bring the money. down from 1050k @inexes – Wambie wapunguze bei ya hizo magari! lol @bankelele
– r/t @Shitawabah saw a LAMBOGHINI today morning at 8;59 a.m yellow KBK 001A… ! eeeiy ! * but nid t say it was hot! <–wow! really? pics?
– r/t @karuoro If you own a Toyota-use toyodiy.com to look up part numbers so you know what to order (thanks-1/2 cars in kenya are toyota)

3. Peculiar Nairobi – @mountainous nation wrote that the only 3D theatre in kenya to watch #Avatar is in Nyali. Also #F1 off-season more
– Reading sundaynation about kayamba africa new album: ‘ KA is made up of 45 members who were all present. It has 6 band members’ (huh?)
– My dad was scandalized by the food portions at ONami, full house though
– Labour leader Atwoli sermons on #citizentv opposes privatization of #nationalbank #KCB #newKCC and kenya ports authority
– Family bank atm’s are so f’n unreliable these days. Spend some of that rights issue cash propely will ya? #gotissuez
– Peculiar habits of Nairobians http://sogomo.blogspot.com/2009/12/ten-nairobi-pecularities-i-could-do.html

2. Credit Crunch – @coldTusker wouldn’t be uchumi be a better pick for al-waleed ‘distressed asset’ philosopy? @coldtusker – I think Al-Waleed looks for management as well. Kingdom doesn’t supply management. Maybe he will look at Uchumi as well
– At empty local; not sure if its mid-month economy or competition from new joint up the road with #kidum playing tonight
r/t @siphojanuary More than 8 million South Africans are 3 months behind on their debt repayments – National Credit Regulator
Dubair/t @ coldtusker Read the signs. The day Emirates stops serving alcohol means the new owners are in control. Dubai may keep Emirates in name only. Who knows who owns it now? Not for public consumption. – There is no free lunch. Something has to give. I think Emirates is the ‘guarantee/collateral’
r/t @alykhansatchu Dubai = Ozymandias Look on my works, ye mighty, and despair!’ Nothing remains http://bit.ly/1wWz2g

1. Phone Woes
Safaricom I thought my phone had gone schitso calling me every minute! But its some dude who sent big #mpesa to wrong number one digit off (not me!)
– dear #safaricom there are black hole spots (no service) in Nairobi CBD #gotissuez
– Safaricom have had a really crap network in Nairobi CBD all week. Only way to call their subscribers is by using zain or orange
– #barclays call centre number works and calls picked up instantly 3900000 #safaricom should learn http://www.moseskemibaro.com/?p=763
Zain #ogilvy media clarify that they are NOT repsonsible for advertising & PR of #zain africa #passthebuck #itwasntme (via @NationMedia)
– R/t @JustDes – #Zain PR and Advertising is handled by #ZKAdvertising. #Zain Media will be handled by #OgilvyAfricaMedia. @PeterNjenga – Any URL for this #Ogilvy media #Zain Africa #advertising thingie? Wanna know who’s getting paid but screwing up Zain #marketing?
– @JustDes thanks for clarifying about ZK and Zain http://www.zekgroup.com/index.php?option=com_content&task=view&id=6&Itemid=10 @peternjenga
mobile phones need messengers – Paying telkom,kenya power and safaricom bills this morning-if you are post-paid anything,you need a messenger to hoof around Nairobi – Where can one pay safaricom post pay bill on sunday, other than westgate?
– r/t @tmsruge True, because banks won’t allow transfers to mobile, which I think is another missed rev stream 4 banks – Sounds to me like a biz opportunity to me! Kenyan mobile $$ innovations are a bit one-track minded!
r/t @zulusafari even with mobile $ you still have to physically visit an office to put $ in ur account – seriously! it’s ridiculous. And why can I not pay by cc’d online!!!! @whiteafrican
r/t @ kahenya @whiteafrican @bankelele it keeps messengers busy and employed
r/t @whiteafrican which makes absolutely no sense in this day and age of digital money transactions locally.
competition for MPesa r/ @ Obopay Essar Telecom Kenya & Obopay Launch Mobile Money Transfer Service http://su.pr/21Vq0y

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situs gacor

Twitter Week: Top 10 November 26

Twitter is a micro-blogging tool that is really nifty for doing mini-posts, forwards and other remarks that (are on any subject) and are maybe not worthy of a full blog post. Here’s a summary of my week on Twitter in a Dave Letterman top 10 format :

10. Uganda Talks
– r/t @UgInsomniac Uganda Government gives ousted Thai Premier Thaksin Shinawatra, a new UG passport- http://bit.ly/7xfU8t/ (Kenya sold him wildlife)
– R/t @UgInsomniac MapSwitch Uganda boldly going where no banks have gone? http://mapinternational.net/. #ugandalug

9 Visa Place burns
– What’s that fire in upper hill area?
– @rookieke was visa place on fire, poor chicken
– @jwesonga shebeen great place, good staff. And in Kenya style, it will be packed tonight, if it survives neighbour fire

8. G4S (in) Security Jokes
– A g4s truck parked by road side in kile-any missing cash today?
– Poor #G4S Kenya, after the weekend cash loss, they may have to sweep key staff and revert to old name securicor
– @coldtusker @mwirigi #G4S not to blame, customers move $ for evasion, business & commodity payments etc to bypass currency restrictions
– @mwirigi looks like real world inside job-at either G4S, seller, buyer or bank. Off to watch reel-world #heat movie this aft
– Embattled security firm #G4S hires Gina Din Comm. to spruce up image (via Nairobi star)

7 Kenyan Banks
– #stanchart bank loan hawks out on Nairobi streets again. Also KCB and family bank
Kenya MFI Faulu acquires insurance broker http://www.faulukenya.com
– Will check out family bank offer of free Wi-fi for customers’ next week @jwesonga

6 Zain Kenya
– Seems Zain Kenya turned on their 3G network this weekend, super net speeds (Via @kahenya)
– Zain Q3 ‘Kenya is a highly competitive market with very low ARPU’ 2.1M customers (down 14%) revenue of $118m, loss of $28m (much improved)

5. World Cup 2010 business
– @AirFranceUS promoting World Cup fares (from Paris) to South Africa. Book early and save! http://ow.ly/FjUk
– r/t @cnbcafrica 2nite on Business 2010 exclusive license deal between FIFA & Nederberg Wine Estate to produce a 2010 FIFA World Cup wine range

4. Africa Aviation
– Delta Air has Ghana Nigeria Liberia Senegal Egypt but no Kenya plan http://airlineroute.net/200… (Via @airlineroute)
– Ethiopian Air CEO talks aircraft choice A350, B787 B777 operating from high altitude Addis http://tinyurl.com/yffkkpc (via @flightblogger)
– Kenya airways offering diploma in airline passenger services at a cost of $1950.
– R/t @aschonland delta passes half connectivity mark- 51% of aircraft fleet now have wi-fi

3. Safaricom Modem discount
– #Safaricom deal data push discount – modems now redeemed at just 2,000 bonga points, used to be 10,000 before @kafainbi @antoneosoul
– @Kafainbi website and posters say 10,000 but modems are now 2,000 bonga points – try Moi ave. or I&M for stocks

2. Kenyan Corporates on Twitter
– can the real Kenya airways please stand up!!.. @kenyaairways and @kenya_airways on twitter, is one a squatter or both? (Via @jwesonga)
– Following @samtwit and @coldTusker as they sort out which is the genuine #kenyaairways twitter account. They could both be fake or fans
– @samtwit confirmation should come from a twitter link at the #kenyaairways site. A smart aviation buff can fake a corporate twitter ac
– @KenyaAirways is the official #kenyaairways twitter account. (@coldtusker, @rafikikenya – via semi-official source)
– Finally an indigenous Kenyan bank on twitter @familybankkenya

1 Tusker brewed in Ireland
– Tusker now sold in 500ml cans, cost 85/= at uchumi. @archermishale get well, and catch up with @inexes

– The Tusker 500ml can is brewed in Ireland! EABL #Fail #godblessthierryhenry

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situs gacor

KenCall CEO talks on Customer Service in Kenya


Nicholas Nesbitt is the Founder and CEO of KenCall, the first and most successful of Kenya’s business process outsourcing (BPO) and contact centre services providers.
We had a chat about customer service in Kenya, why it’s so lacking, the cost of providing customer service to corporates and the consequences for corporates who do not engage with their customers

excerpts

As someone who has lived and worked in the US and now taken on the reins of a service company in Kenya – you have unique insight into what can be done to make it better here. What is wrong with customer service, and why do we get it wrong?

In the tourism sector, Kenyans show very good customer service and are known the world over for this. However this is a practice of only cleaning up house when visitors are coming, and does not apply the rest of the time, or extend to fellow citizens, local customers etc.

Customers, who don’t have much of a choice, get used to a bad level of service, which they tolerate

Industry regulators set standards for companies to follow in terms of delivery in some sectors, but they rarely enforce this.

Some Companies in some sectors show monopolistic tendencies – and define their customer service by that i.e. . they set their market prices that customers will pay, and then set the level of customer service that they can offer based on that price.

Some (banks) may also (falsely) believe that since they have had some customers for so long, these customers are eternally loyal to the bank and will not take their business elsewhere

What can be done to educate the common man? E.g. Banks ask customers to form queues, but these are ignored and impatient customers often ignore these and jump ahead of others being served. Can civic education help her? i.e. let citizens know how they can get served better?
Civic education would help e.g. radio messages that will encourage road courtesy – give way to someone entering traffic, and the next time someone will reciprocate for you

People rarely talk about good customer service (beyond their family & friends), but they will rant and even write online about a bad experience from a particular company
Some companies know this, others don’t know or seem to care what their customers say. This is unfortunate as we live in an age where customers in the US, UK and other countries (including Kenya now) will go online and rant about their bad experiences e.g. on twitter or facebook.

It does not take much for a company to watch or and monitor what’s being said about it online. A proactive company should respond to these negative signals , messages, communications being posted online e.g. notify customers of technical glitch that happened and the steps being taken to fix it.

Also, the youth of today interact online and companies (and politicians) should recognize this in terms of customer service and adjust their messages to reach the youth.

He demonstrated how he uses a program called Incoming, to track what’s being said about KenCall online, as well as other topics such as ‘Tiger Woods’ (golfer) and ‘Raila Odinga’ (Kenya’s Prime Minister) , with hundreds of instant results on screen instantly displayed

Safaricom and KCB (a leading commercial bank) set up call centers for their customers? Did they go wrong by not outsourcing these services? Did they give KenCall a chance to bid for that?

KCB set up a call centre that was about 1/10 the size of KenCall at a cost of 20X what KenCall would have charge them. They did not invite KenCall or other companies to bid. Some companies fear outsourcing for security reasons because of confidentiality of customers data, but this excuse if based on falsehoods – much bigger banks and companies entrust their data to service providers like KenCall the world over, and in any case leaks or security violations are likely to originate from the bank/company itself e.g. G4S, not KenCall. KenCall has the most secure communications links with the company that cannot be intercepted.. also many companies that sign with KenCall and services providers require that this not be disclosed to the public by KenCall

Safaricom talked to KenCall, south African and Indian companies and wanted KenCall to do what they were already doing for Orange/Telkom (Kenya) and Tigo (Tanzania). In the end they decided to do it in house, but at an estimated cost of 200X what KenCall would have cost and about 50X what KenCall would have charged them to run it

What is the take-on cycle at KenCall? If KCB had contracted KenCall how long would it take for KenCall to be ready to handle business?
Perhaps 3 to 6 weeks depending on what KCB wanted. A bank like KCB has many different types of callers with queries ,and they could still use KenCall to share the load e.g. credit cards, or card dealers with technical queries

Kenya government is the largest procurer; we’ve seen large embassies have outsourced their visa duties – do you think Kenya government should do the same? E.g. Manual processes in land office, judiciary?, there’s all this talk of digitizing records..
Absolutely this should happen, the digitizing of public records, outsourcing of services. This can be don even at community level, where young business people can set up BPO centers, now that there is fibre cable, and work with public records e.g. health, digitizing them. The go ahead for this has to come from Nairobi though

Service delivery in government would improve through outsourcing; there’s no need for people to get in buses and travel hundreds of kilometers to obtain simple documents like birth certificates, if this was outsourced and online, it would make government more efficient.

On its part at KenCall prefer to work with outsourced packages that average at least 10,000 calls

Has the arrival of fibre cable changed things for the industry?
Speeds have not changed for many, because you have to pay more. It’s like sipping soda through a straw, but even if your demand goes up, you have to invest in a bigger straw

What do KenCall Customer experience specialist teams do?
They step into a customer’s shoes and interact with KenCall staff the way a customer would and the performance is measured with a view to improving the service that KenCall customers receive

Comment on education gaps in the area of improving customer service
Nesbitt is a board member and deputy chair of the board of the Multimedia University of Kenya (formerly KCCT). They have a vision of becoming a world leading institution and producing talented Kenyans specialized in ICT to work in key economic sectors like tourism and ,agriculture – and curriculum development is key area that will be looked at.
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Paying investor dividends by mobile phone – Part II

Paying investor dividends by mobile phone – Part II

On Saturday I got my dividend payment from small investment in shares of Safaricom which is Kenya’s’ leading mobile phone company.

As expected this dividend payment was by mobile phone transfer using safaricom’s M-pesa (actualy Vodafone – UK). Notification was in two parts, first a few days ago that the registration was successful, and then on Saturday that my M-pesa account had been topped up by about 650 shillings (~$8.50) and I could draw down the funds.

This dividend payment transfer is the first of its kind in Kenya, and maybe a world first too from Safaricom. It can be emulated for other bulk payment remittances e.g. other companies that have over 20,000 shareholders to pay dividends, tea bonus to farmers, repayment of micro-loans.
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situs gacor