Safaricom has introduced a KES 0.5 charge for customers using its reverse call service more than twice in a day. The reverse call service, which was launched in June 2019, allows users to make calls without airtime by transferring the cost to the receiver.
Initially, the service provided unlimited free calls, but the recent change is seen as a strategic move to boost revenue for the telecom giant.
Under the revised terms, Safaricom customers will continue to enjoy the first two reverse calls of the day free of charge. However, starting with the third call, a nominal fee of KES .0.5 will be applied. The company informs customers of this charge via text message after each reverse call attempt.
“You will be charged 50 cents on your third reverse call request. Please note you will not incur any other cost to use this service for the rest of the day,” reads a message from Safaricom sent to its customers.
The introduction of the fee is part of Safaricom’s ongoing efforts to balance customer service with revenue generation. The reverse call service was initially launched to complement the “please call me” feature, allowing users to stay connected even without airtime.
By making it easier for customers to reach out, Safaricom successfully attracted more users to its network, ultimately increasing its customer base and revenue. While the fee is relatively small, it represents a significant shift in Safaricom’s approach to its services.
This change might lead some customers to reconsider their usage of the reverse call feature, but the telco is confident that the minimal charge will not deter users from continuing to take advantage of this convenient service.
