Helb Launches A Modern Contact Centre During The 2018 Customer Service Week

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Helb Launches A Modern Contact Centre During The 2018 Customer Service Week

Nairobi, 3rd October, 2018. CS Education, Amb. [Dr.] Amina Mohamed today held a press briefing and launched the Contact Centre at the Higher Education Loans Board Offices at Anniversary Towers. HELB has since inception disbursed Kshs. 84 Billion to 671,448 loanees out of which, 396,329 loan accounts worth Kshs. 47 Billion have matured for repayment, while 275,119 loanees holding Kshs. 37.1 Billion have not matured as these loans are held by Students in Colleges and Universities. A total of 190,554 loanees valued at Kshs. 18.2Billion have completed their loan repayment. Currently 144,075 loan accounts of Kshs. 22.1 Billion are repaying their loans.

This year 2018/19 HELB is estimated to disburse 13.752Billion to 296,604 students in both Universities and TVET Colleges. Eligible trainees are reminded that TVET Loan Online Application deadline for both first time applicants and continuing students’ as well as the Afya Elimu Fund [AEF] loan for first time applicants is 31st October 2018. The loan applications are accessible on

The CS also reminded all Universities and TVET institutions to implement the smart card solution during this Financial Year 2018/19 so as to effectively and efficiently manage these funds that have been invested by the Government. As at 30th September, 2018, a total of 110,447 cards have been issued by the seven [7] prequalified banks out of which 95,525 card are active for use in disbursing funds.

Owing to the nature of its business where customers are studying, working and living in various parts of the Kenya and in the diaspora; as well as changing dynamics in customer communication and the need to leverage on technology to make services more convenient, HELB is now introducing a modern Contact Centre, the first in the Education Sector for efficient and effective service delivery. HELB has deployed best in practice Cisco Unified Communication Contact Centre and Microsoft CRM Dynamics 365 systems. These systems will enable HELB offer best in practice Customer Experience in line with their new Strategic Plan dubbed HELB Agenda 2019-2023 premised on Customer Centered Leadership.

In addition to the existing Contact Centre Number 0711 052 000, Facebook and Twitter Handles @HELBPage, Email, HELB has also introduced a USSD code *642# to encourage self-service at the customers convenience. The HELB Contact Centre currently serves an average of 15,000 customers on email and 10,000 customers on calls per month whilst engaging with more than 170,000 students on Facebook and 84,000 followers on Twitter.

HELB services are also present in 25 Huduma Centres namely; Nairobi-GPO, Machakos, Mombasa,

Nakuru, Eldoret, Kisumu, Kakamega, Kisii, Nyeri, Embu, Kitui, Bungoma, Lodwar, Meru, Thika, Kitale,

Kericho, Nandi, Muranga, Garissa, Narok, Migori, Chuka, Kilifi and [Taita Taveta from 15th October, 2018]

The HELB Contact Centre Launch is synchronized with the 2018 Annual National Customer Service Week [1st to 5th October, 2018] contextualized under the theme: Sustaining Customer Experience Excellence.


The CS wished everyone a Happy Customer Service Week 2018 even as she called upon all loanees holding accounts in default, to pay up their loans so that the HELB can continue Empowering Dreams of other deserving Kenyan Youth.


Mr. Charles Ringera.



Notes to the Editor  About Higher Education Loans Board

The Higher Education Loans Board (HELB) is a state body established by an Act of Parliament – CAP 213A in 1995 mandated to  provide loans, bursaries  and scholarships to Kenyans pursuing higher education in recognized Kenyan Universities and Colleges  and to  recover the same after completion of  studies to facilitate establishment of a revolving fund. The Board is therefore well aligned to Chapter 4, Section 43 (1) (f) of the Constitution of Kenya 2010, that every person has the right to education.


About Customer Service Week

Customer Service Week (CS Week) is celebrated annually in the first full week of October. This year’s CS week is from 1st to 5th October, 2018. It is a time when customer-oriented organizations and institutions around the world recognize the importance of Customer Service Excellence in their organizations. Organizations and institutions that participate in Customer Service Week carry out special activities to highlight the importance of great customer experiences to the success of the organization and reinforce a customer-focused culture. In Kenya, it is championed by the Institute of Customer Experience [ICX] and the theme this year is Sustaining Customer Experience Excellence.

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