Perceived effectiveness of customer care representatives training at Safaricom Limited

Abstract

The topic of the study is the perceived effectiveness of customer care representatives training at Safaricom limited. Customer management has over the years played a key role in attracting and retaining customers. In a competitive corporate world innovation has been one of the key drivers of business; this has led to numerous new products and services. However this concept has been picked by all competitors. Thus with similar products and services, the type of customer care given to customers has taken even greater importance. This has led to the growth of contact centers to have a direct and open line of communication with the customer. The contact center gets feedback from the customers that is used to ensure that the customer needs are understood and met and where possible exceeded. The contact centers are also used to answer to customer queries on the company’s products. To be able to do this well, organizations have had to invest heavily in setting up contact centers and more importantly training the staff manning this centers. The training is to ensure that the staff has the required skills and competencies to effectively handle these challenges. The study looks at the perception towards effectiveness of the training given to new customer care representative. The data was collected from Safaricom Limited .The respondents were the contact center team managers who manage the customer care representatives’ performance and the quality managers who are in charge of ensuring that the set quality standards are met. The data was collected using interview guides that were dropped and picked from the respondents. The data collected was qualitative and was analyzed using content analysis. From the analysis the training offered was perceived to be effective and assisted the customer care representatives to quickly settle down in their roles.

The study found out that there is return on training investment of customer care representatives. The study also found the training to be effective and the customer care representatives able to transfer their learning to the work place. The study recommended for a similar study to be conducted in similar organizations.