• PROVISION OF LEASED PRINTERS, NOTE COUNTING MACHINES AND RELATED SERVICES FOR SAFARICOM OFFICES AND RETAIL SHOPS

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    Deadline: Fri Aug 25 12:00 EAT 2017
    Published on Fri Aug 18 2017  

    Safaricom is seeking a competent supplier to provide leased printers, note counting machines and other related services for its offices and retail shops.

  • Expression of Interest - Provision of Wall Branding Services

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    Deadline: Wed Aug 23 16:00 EAT 2017
    Published on Mon Aug 21 2017  

    Safaricom has a heritage anchored in our citizenship that is Kenya. Our brand name links us to Kenya in way that can never be disconnected, we believe we are a connection expressed as the heartbeat of Kenya and therefore it is imperative for us to be connected as a brand to the future of Kenya as her heartbeat. Through our suite of products we Transform Lives across Kenya every second of every day.

    As part of our brand proposition, we seek suppliers who will assist us guard our existing wall sites and acquire new strategic wall branding sites in order to achieve 100% visibility at various regions as per set Safaricom standards.

  • PROVISION OF AN OUT-OF-BAND ENTERPRISE NETWORK MANAGEMENT SOLUTION

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    Deadline: Mon Aug 28 22:54 EAT 2017
    Published on Thu Aug 17 2017  

    Safaricom is the leading integrated communication services provider in Kenya and has a steadily growing subscriber base of subscribers and enterprise clients. The company is continuously expanding and upgrading its systems and processes to meet the changing needs of its customers. To meet this objective Safaricom continuously seeks to partner with competent suppliers and service providers for supply of various goods and services.
    To this end, Safaricom intends to engage services of a reputable supplier for the provision of an Out-of-Band Enterprise Network Management Solution for its network. Safaricom is therefore soliciting for Expression of Interest (EOI) from interested qualified solution providers.

  • SUPPLY AND INSTALLATION OF WALLBOARD DISPLAYS FOR SAFARICOM’S CALL CENTER

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    Deadline: Fri Aug 25 12:00 EAT 2017
    Published on Thu Aug 17 2017  

    Safaricom is seeking a competent supplier to supply and install wallboards at the contact center. The wall boards will display performance statistics in real-time with a target of meeting the following objectives:

    1. Improve communication at front and back office in the call centre.
    2. Provide robust communication channels to the call centre that are flexible and deliver content on demand and as preset.
    3. Timeliness in communication of real time performance in call center thus faster response times where required.

    This EOI seeks to identify a reputable provider to supply and install wall board displays for the contact center.

  • EXPRESSION OF INTEREST – PROVISION OF WORKFORCE REPORTING TRAINING

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    Deadline: Fri Aug 25 17:54 EAT 2017
    Published on Fri Aug 4 2017  

    Safaricom Ltd (the company) continually seeks to partner with various competent suppliers (local and international) for the supply of goods and provision of services to enable it meet its current and future needs and obligations.

    This Request for Proposals (RFP) is intended to lead to the identification of duly registered and reputable firm(s) with the capacity to provide Workforce Reporting. The nature of a workforce reporting role requires that the incumbents are subject matter experts in the field as they set and govern experience standards, report on performance and also give recommendations that must be implemented in the business by various stakeholders to improve the operational excellence. The work they do also impacts performance management. The Workforce Reporting team must therefore be acknowledged as competent, hence trusted to perform this critical role.

    Training to be offered include:

    • Graphical Data Presentation Skills using PowerPoint Presentation – to enable the team learn how to present data after analyzing in a way that will communicate to the target audience the intended message.
    • Business Objects (Interactive insights) – to help the team when working to automate the manual reports. Business objects is an existing tool that is underutilized.
    • Advanced excel 1 - to allow them carry out their tasks efficiently
    • Advanced excel 2 - enable the team learn how to Using Macros.
    • Power Pivot/power Business Intelligence – to enable the team to create dashboards and visualizations that can be shared with top management.
    • Data analysis – to help the team perform advanced data analysis and share insights with the business.

  • EXPRESSION OF INTEREST – PROVISION OF WORKFORCE PLANNING & PERFORMANCE TRAINING

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    Deadline: Fri Aug 25 17:49 EAT 2017
    Published on Fri Aug 4 2017  

    Safaricom Ltd (the company) continually seeks to partner with various competent suppliers (local and international) for the supply of goods and provision of services to enable it meet its current and future needs and obligations.

    This Request for Proposals (RFP) is intended to lead to the identification of duly registered and reputable firm(s) with the capacity to provide Workforce Planning & Performance training. The nature of a workforce planning role requires that the incumbents are subject matter experts in the field as they set and govern experience standards, evaluate performance and also give recommendations that must be implemented in the business by various stakeholders to improve the operational excellence.  The work they do also impacts performance management. The Workforce Planning team must therefore be acknowledged as competent, hence trusted to perform this critical role.

    Training to be offered include:

    • Workforce Planning & Performance - Planning, Forecasting, real-time management
    • Forecast modelling – In-depth training on forecasting modelling
    • Dashboard reporting - Automation of dashboard reporting
    • Business Analysis - Statistical and analytical techniques
    • Inventory and logistics       

    Excel training and Pro

  • Expression of Interest (EOI)- Provision Of Quality Assurance Certification Training

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    Deadline: Thu Aug 24 5:36 EAT 2017
    Published on Fri Aug 4 2017  

    EOI – QUALITY ASSURANCE CERTIFICATION TRAINING

    Safaricom Ltd (the company) continually seeks to partner with various competent suppliers (local and international) for the supply of goods and provision of services to enable it meet its current and future needs and obligations.

    This Request for Proposals (RFP) is intended to lead to the identification of duly registered and reputable firm(s) with the capacity to provide Quality Assurance Certification training.  Quality Assurance certification means obtaining a certificate of competency in the field of Quality Assurance (QA). The nature of a Quality Assurance role requires that the incumbents are subject matter experts in the field as they set and govern experience standards, evaluate quality and also conduct audits and give recommendations that must be implemented in the business by various stakeholders to improve the quality of experience. The work they do also impacts Performance Management. The Quality Assurance team must therefore be acknowledged as competent, hence trusted to perform this critical role.

    Training to be offered include:

    • Understanding customer interaction for Quality Assurance
    • Quality Assessment
    • Quality Monitoring
    • Targets and Measures
    • Managing Agent Performance
    • Quality Assessment Forms
    • Service vs. Compliance
    • Calibration for Consistency
    • Best Practices in Calibration and Scoring
    • Voice of the Customer, designing customer surveys and analyzing feedback
    • Quality Assurance Management
    • Implementing Quality Assurance
    • Quality Assurance in Practice
    • Integrating Quality Assurance
    • Maintaining Quality Assurance

  • Expression of Interest (EOI)- Provision of Customer Relationship Management (CRM) And Customer Service Excellence Training

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    Deadline: Fri Aug 25 17:10 EAT 2017
    Published on Fri Aug 4 2017  

    EOI – CUSTOMER RELATIONSHIP MANAGEMENT AND CUSTOMER SERVICE EXCELLENCE TRAINING

    This training aims to raise the CRM and Customer Service Excellence standards by instructing, equipping and inspiring participants to delight customers at every opportunity.  It achieves this by focusing on improving personal skills, changing attitudes where required and enhancing existing approaches and procedures.

    Participants will acquire essential tools, skills and methods; understand how to address specific organisational issues and identify areas for improvement. An extremely important additional benefit is improving the consistency within the service and support team as whole and acting as a catalyst for new ideas and improvements.

    Training to be offered should cover but not limited to:

    • Customer Experience Excellence
    • Customer problem resolution
    • Customer goodwill / retention
    • Customer relationship management
    • Managing And Exceeding Customer Expectations
    • Customer Drawing-out Skills And Needs Analysis
    • Questioning Skills
    • Dealing With Customer Dissatisfaction
    • Managing ‘Difficult’ Customer Situations
    • Stay Cool Under Pressure
    • CRM And Customer Retention Principles And Best Practice
    • Feedback And Retention – Building Loyal And Satisfied Customers
    • Managing Internal Response
    • Customer Churn
    • Service Recovery
    • Winning back a lapsed, dormant or lost customer