Hello precious people, its end of yeat and I am excited. I am exciteded chiefly for two reasons, one is that business has grown. We have made good money this year, abd I am motivated to continue doing what we do here, giving your customers unmatched, good service. That being, would you want to know what issues were raised most across all contact centres in Kenya this year?
The most prevalent issue that customers are calling call centers about this year in Kenya is transaction delays, particularly within the banking sector. This concern has been substantiated by recent data from the 2024 Kenya Banking Industry Customer Experience Survey conducted by KPMG.
Key Findings from the Data
Transaction Delays.
According to the survey, transaction delays were cited as one of the top complaints by customers, with many expressing frustration over slow banking systems, particularly during peak times like month-end. Customers reported that these delays significantly interfere with their ability to conduct transactions efficiently, leading to increased calls to customer service centers for assistance1.
Issue Resolution Delays.
The same survey highlighted that delays in resolving customer issues are also a major concern. Many customers noted that the customer care staff were overwhelmed, resulting in long wait times and unresolved complaints1.
Customer Experience Ratings
The survey indicated a strong preference among customers for improved service delivery, emphasizing that banks need to optimize their systems to handle peak traffic and enhance overall customer experience. This reflects a broader demand for timely and effective customer service responses1.
Complaints Statistics
The Communications Authority of Kenya reported that a significant portion of consumer complaints received were related to service delivery issues, including transaction delays and technical problems with banking services2.
As we wrap up the year, one thing is clear: customer service remains at the heart of everything we do. At Telesky, we understand the importance of resolving customer queries promptly and efficiently. Whether it’s transaction delays, issue resolution challenges, or ensuring a seamless experience, we are here to stand by your customers without relenting. Your trust motivates us to keep raising the bar, and as we head into the new year, our commitment to unmatched service only grows stronger. Let’s make 2025 even better together!ys, issue resolution challenges, or ensuring a seamless experience, we are here to stand by your customers without relenting. Your trust motivates us to keep raising the bar, and as we head into the new year, our commitment to unmatched service only grows stronger. Let’s make 2025 even better together!
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