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Slavery in Kenya: The cry of a Safaricom customer care representative

Safaricom Chief Customer Officer Sylvia Wairimu Mulinge (Left) and CEO Peter Ndegwa,

Safaricom Plc has deteriorated in service over the past few years.

Bob Collymore, immediate former Safaricom CEO died abruptly in July 2019. Since then, there have been curious happenings at Safaricom.

First, the data bundles system suffered numerous problems in 2020. Subscribers had a hard time accessing internet sites.

Secondly, when Airtel and Telkom merger was in the cards,  the call drop rate went up. Safaricom obviously sabotaged the Airtel-Telkom merger by flexing its muscle as it runs a bigger chunk of the economy. It was hard to call a Airtel or Telkom line from Safaricom line. Remember Safaricom also asked to be repaid what the two Telcos owed it. They failed.

Thirdly, banking fraud involving Safaricom lines have increased, the prisoners at Kamiti Maximum have always devised new ways of conning Kenyans that must have the blessing of Safaricom staff to pull.

Safaricom fired 28 employees in the year ended March 2021 for fraud-related offences, a jump from 16 dismissals the year before. The telco’s latest sustainability report released Wednesday indicated it conducted 36 investigations into alleged fraud, dismissed the 28 and warned 19 employees. – Business Daily

Fourthly, there is just a gut feeling that things will not be right at the end for Peter Ndegwa at Safaricom.

If we had cases of fraud at the Telco Giant, then maybe just maybe that has increased; taking advantage of a newbie, an outsider coming into the fold.

The old faces, Michael Joseph aka Mr 10 per cent and Sylvia Mulinge don’t really love the guy.

In fact, Mr 10 per cent forced his way back as chair for the purpose of ‘taming’ the ‘performer’ Peter Ndegwa.

Suffering at the Customer Care department

Curiously, another thing that has visibly gone down in terms of quality is the service given by customer care representatives.

Inquiries on Twitter and Facebook were very fast, but these days, it takes a minimum of 20 minutes to get feedback from Safaricom care; way up from 3 minutes.

The calls are also not attended to.

READ:  Cartels Overworking: Safaricom Suffers MPESA Outage

Some of the remaining customer care staff are very depressed, and overworked leading to burnout.

When Ndegwa came in, he purged the department and removed many staff including ghost workers.

Hi Nyakundi,

Things are turning from Bad to worse here in Safaricom PLC. You may have noticed in the recent past there has been a long call waiting time when calling Safaricom customer care numbers.

Contract Customer care agents are on a go Slow. Some have worked for 7 good years on contract without being confirmed to permanent. Those who can’t hold on anymore have opted to resign.

In the last 2 months alone the company has seen a record number of customer care agents resign, something that has never happened in the 2 decades the company. The customer care agents are overworked and yet poorly paid. Some have left with their ears permanently damaged while other have heard their spinal cords permanently damaged as a result of long working hours.

The few Agents that are seen to advocate for conversion of contract staff to permanent staff have been targeted and fired under flimsy grounds.

Kindly share

MPESA Agents cry foul as Safaricom hold funds, ‘steals’ some


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