Dear Benjamin, The IVR for prepaid helpline 100 and the postpaid helpline 200 are still available, Its only the mpesa helpline 234 which doesn’t have. Regards Munene Muchoki From: Benjamin Makai [mailto:benmakai@yahoo.com] Sent: Wednesday, February 16, 2011 2:00 PM To: Safaricom Support Subject: Re: [kictanet] Challenges facing MPESA Agents Naomi The IVR bit, does it apply to pre paid only ? Just tried on a post paid line and it is still going via IVR Benjamin Makai Tel: 254-722-540641 P.O. Box 8608, 00300, Nairobi, Kenya --- On Wed, 2/16/11, Safaricom Support <Support@Safaricom.co.ke> wrote: From: Safaricom Support <Support@Safaricom.co.ke> Subject: Re: [kictanet] Challenges facing MPESA Agents To: benmakai@yahoo.com Cc: "KICTAnet ICT Policy Discussions" <kictanet@lists.kictanet.or.ke> Date: Wednesday, February 16, 2011, 7:50 AM Good morning Preston, Access to our MPESA helpline has been simplified. Many people were having difficulty navigating the IVR and we have removed IVR on MPESA . Calls to 234 will now go through directly to our agents. To reduce wrong money transfers, we introduced new Safaricom SIM card which allows one to access SIM contacts when performing M-PESA transactions. To use the new card, one needs save the phone numbers that are frequently used for M-PESA transactions on the SIM card. The new Safaricom SIM card is available in Safaricom retail centres, dealer outlets and M-PESA agent outlets countrywide at a cost of Kshs50 for a SIM replacement and Kshs100 for a new Safaricom line Regards, Naomi Maiwa From: kictanet-bounces+support=safaricom.co.ke@lists.kictanet.or.ke [mailto:kictanet-bounces+support=safaricom.co.ke@lists.kictanet.or.ke] On Behalf Of Preston Odera Sent: Monday, February 14, 2011 7:33 PM To: Safaricom Support Cc: KICTAnet ICT Policy Discussions Subject: [kictanet] Challanges facing Mpesa Agents Can Safaricom shed some light on this:- When money is sent erroneously to a wrong number it has been very very difficult to reach the customer care on time to report the incident resulting in loss of funds. It would be interesting to get some statistics by month on how much agents/customers are losing by not reaching the hotline in time. Information from agents indicates that it is near impossible to reach the hotline in time to safe the situation. The line is unavailable and could take from 30 to 60 minutes. Always the agents and their assistants have to suffer the loss. by this time money will have been withdrawn by the recipient. Preston ________________________________ Don't pick lemons. See all the new 2007 cars <http://autos.yahoo.com/new_cars.html;_ylc=X3oDMTE0OGRsc3F2BF9TAzk3MTA3MDc2BHNlYwNtYWlsdGFncwRzbGsDbmV3Y2Fycw--> at Yahoo! Autos. <http://autos.yahoo.com/new_cars.html;_ylc=X3oDMTE0OGRsc3F2BF9TAzk3MTA3MDc2BHNlYwNtYWlsdGFncwRzbGsDbmV3Y2Fycw--> Note: All emails sent from Safaricom Limited are subject to Safaricom’s Email Terms & Conditions. Please click here <http://www.safaricom.co.ke/index.php?id=954> to read the policy. ________________________________ -----Inline Attachment Follows----- _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: benmakai@yahoo.com Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/benmakai%40yahoo.com ##################################################################################### NOTE: All emails sent from Safaricom Limited are subject to Safaricom�s Email Terms & Conditions. Please click here to read the policy. #####################################################################################