Efficient Customer Support for an Enhanced Service Experience

Logix BPO partnered with Safaricom to assist customers using mobile and mobile banking services, especially M-PESA. The team focused on making every interaction informative, secure, and supportive, meeting the needs of millions in Kenya.

The Company

Safaricom PLC, headquartered in Nairobi, is the largest telecommunications provider in Kenya, offering services such as mobile telephony, mobile money transfer, and cloud computing. With a market share of 65.7% and around 47 million subscribers, it is also renowned for its M-PESA mobile banking service.

Logix’s Solution

As a leading BPO company, Logix BPO delivered the following services to help Safaricom PLC achieve its campaign goals effectively:

Multi-Channel Customer Service
Technical Support
Escalation
Loyalty
Sales
Upgrades
Language Lines: English, Arabic, Indian, Filipino, Japanese, and Korean

Results Achieved

Thanks to LogxBPO’s support, Safaricom could promptly address service-related issues, improving its customers’ trust and loyalty.

Resolved 94% FCR for mobile service inquiries and plan changes

Ensured 97% QA for accurate M-PESA transactions

Managed 88% SLA on escalations, swiftly addressing critical issues

Achieving 90% CSAT by quickly resolving service concerns

Start Your Success Story with Logix BPO

Logix BPO delivers nothing less than excellent outsourcing solutions.
 Our teams have a proven track record of providing high-quality services across various verticals.