Liquid Telecom will set up a call centre in the Kenyan capital Nairobi, which is expected to free its overwhelmed technical staff from receiving complaints from customers and solving problems
Paul Statham, chief commercial officer (COO) of Liquid Telecom, told Business Daily the call centre will be located on Mombasa Road, with the role of setting it up given to Techno Brain, which will provide the equipment for the call centre, train employees and manage it at a fee.
“The call centre employees will mainly focus on the SME market segment which normally requires a dedicated customer support,” said Statham.
Statham added the firm dedicates one employee to 50 customers, but with the new investment one employee will serve 20 customers, thus reducing the time taken to resolve complaints.
Liquid Telecoms lost 3,777 subscribers between January and March 2014, according to a recently released industry data by the Communications Authority of Kenya (CAK).
Market share also declined to 17.8 per cent from 23.7 per cent compared with a similar period last year.