Kenya’s low cost carrier Jambojet has partnered with the country’s largest communications services provider, Safaricom, to strengthen its customer service platform as it continues to register increased ticket sales. Through the partnership, Jambojet will lease Safaricom’s Call Centre facilities, the largest and most advanced in the region, to attend to customer queries.
Jambojet, which launched domestic flights to key cities in Kenya on April 1 this year, says the deal with Safaricom is expected to provide the level of scalability required to cope with the fast growth in passenger numbers it has continued to experience.
The number of phone calls we received in April was more than expected and we therefore could not service the customers the way we would like to. With Safaricom, we have more than doubled our call handling capacity,” said Willem Hondius, CEO of Jambojet. He added that with the additional capacity from Safaricom, the carrier can comfortably scale up its call center in case it overshoots its current capacity. “We are delighted to be working with Safaricom given their experience and scale,” noted Hondius.
Safaricom’s Director of Customer Care, Pauline Warui, noted that Business Process Outsourcing (BPO) provides companies with the flexibility to hand over work to experts thus allowing them to focus on delivering on their key competencies. “Safaricom runs the largest, busiest and the most technologically advanced Call Centre in the region. Subsequently, this has placed us in a good position to outsource this expertise to other organizations in the country with much success. We are therefore glad to have Jambojet on board in what we believe will be a successful partnership,” she said.
With tickets starting as low as Ksh2,850 ($33) one way, Jambojet is keen on tapping the large number of Kenyans who pay a similar amount for an eight to ten hour road trip between Nairobi and Mombasa, a distance of 500 kilometers.