KenCall, Kenya’s most successful contact centre, has developed and launched Kenya’s first emergency services phone number and operation centre in response to the recent famine. Kenyan citizens can now call a 109 freephone number to inform NGOs and government aid agencies of their plight and help these organisations direct their aid accordingly.
The service works through a partnership between Kenya’s telecommunication companies, NGOs such as the Red Cross and KenCall. Each day KenCall’s highly trained customer service agents receive thousands of calls from people in famine-hit areas. KenCall’s response centre then produces a detailed daily report helping NGOs and the state to understand where aid is needed and to effectively coordinate their efforts.
The service was planned and implemented following a request to KenCall from the Kenya’s Interior Ministry for business input into viable famine responses. Nicholas Nesbitt, KenCall’s founder and CEO, immediately gathered a team to address the challenge. The operation centre service was devised, resourced and then launched three days later alongside the press conference announcing the humanitarian crisis.
Nicholas Nesbitt, commented, “Setting up the service was the best way I could see that KenCall could be of assistance to the people of Kenya. It was a real race against time to get the pieces in place to be able to coordinate so many calls and so many different parties. But the importance of doing it and getting it right first time drove all those involved to succeed, especially KenCall’s staff. We got the whole operation set up in just three days and are continuing to refine it to help more people in need on a daily basis.”
By setting up the response centre rapidly, KenCall was able to make the 109 number synonymous with the crisis and ensure that those in peril knew where to call to direct aid. Within the first month of operation the emergency number grew from taking 4000 calls a week to over 20,000. The service now takes approximately 12,000 calls a week. In total KenCall has handled over 500,000 calls from famine stricken areas.
KenCall (kencall.com) is Kenya’s largest and most successful contact centre operating globally and providing call centre and Business Process Outsourcing (BPO) services to organizations around the world.
KenCall operates employs over 600 staff in a state of the art contact centre in Nairobi serving clients including Spinvox and Orange. The company has offices around the world including the US and UK. KenCall is an award winning contact centre having received the accolade of Best Non-European Contact Centre in the European CCF Awards 2008, and the Legatum Award for African Entrepreneurship recognising its impressive growth and innovation within the African continent.