Safaricom - 2020 Sustainable Business Report

SAFARICOM 2020 | SUSTAINABLE BUSINESS REPORT 62 INTRODUCTION OUR BUSINESS OUR MATERIAL TOPICS OUR STAKEHOLDERS CONCLUDING REMARKS • Supporting our customers navigate through challenges brought about by COVID-19 • Working on winning back the trust of the customer • We will strive to achieve our service level target of 80 per cent. • We will automate the onboarding process for enterprise customers. • We will achieve Call centre SLA target of 80 per cent. • We will continue to expand and enhance our self-service channels, such as Zuri. Looking ahead The first case of COVID-19 in Kenya was reported on 4 March 2020. In response, we partnered with the Ministry of Health to establish a 719 hotline to provide information and report cases. We set up USSD and IVR-based information services and two escalation lines (to doctors and the government rapid response team). A further 307 front line call centre agents were identified and trained to provide information, counselling and basic first aid. The service was designed, built, and made available to the public in 10 days. Call center support for COVID-19 response Summary of performance 5 660 average no. of calls answered daily 114 966 calls offered 1 252 481 IVR hits 101 872 calls answered 12 911 192 USSD service 30 doctors supporting response to queries received 592 534 distinct callers 99% service level 58 dedicated agents 934 486 IVR self-service 14% Abandonment rate for calls offered KSh 5.2 m cost to serve