AI-Augmented Customer Service Centre Management Training Course
Course Overview
| Course Title | AI-Augmented Customer Service Centre Management Training Course |
| Organization | Tech For Development (T4D) |
| Venue | Tech For Development (T4D) Training Centre |
| Duration | 5 days |
| Target Industries |
|
| Target Job Roles |
|
| Course Fees (Face-to-Face) | USD 1,500/KES 99,000 (Exclusive of VAT) |
| Course Fees (Virtual) | USD 1,000/KES 70,000 (Exclusive of VAT) |
| Training Modes | Virtual and face-to-face training |
| Payment | Payment should be made to the Tech For Development (T4D) bank account on or before the start of the course |
| Accreditation | Tech For Development Certificate of Course Completion |
Course Overview
This comprehensive training program is designed to equip Business Process Outsourcing (BPO) professionals with the knowledge and practical skills required to implement, manage, and optimize AI-powered customer service operations. The course provides a detailed understanding of artificial intelligence technologies, virtual assistants, chatbots, agent-assist tools, customer journey optimization, and service quality enhancement within modern customer contact environments.
Participants will gain practical experience in integrating AI solutions into customer service workflows, improving operational efficiency, enhancing customer satisfaction, and balancing human and AI collaboration. The course combines industry best practices, practical case studies, and real-world implementation scenarios to prepare organizations for the future of customer experience management.
Course Duration
5 Days
Target Participants
• Customer Experience Managers
• Contact Centre Managers and Supervisors
• BPO Operations Managers
• Customer Service Team Leaders
• Digital Transformation Specialists
• Customer Support Professionals
• Workforce Management Personnel
• ICT and AI Solution Specialists
• Quality Assurance Officers
• Business Process Improvement Professionals
Personal Impact
• Develop advanced skills in managing AI-powered customer service operations.
• Gain expertise in chatbot and virtual assistant implementation.
• Strengthen capabilities in customer journey optimization.
• Improve competence in workforce transformation and AI adoption.
• Build knowledge of customer analytics and sentiment analysis.
• Enhance readiness for leadership roles in AI-enabled service environments.
Organizational Impact
• Improved customer satisfaction and service consistency.
• Increased operational efficiency and cost optimization.
• Enhanced service delivery through automation and intelligent routing.
• Better workforce productivity and resource utilization.
• Faster response times and issue resolution.
• Improved competitiveness through AI-driven customer engagement.
Course Objectives
By the end of this training, participants will be able to:
• Understand AI technologies and their application in customer service operations.
• Design and implement AI-augmented customer service strategies.
• Optimize customer interactions across multiple service channels.
• Utilize analytics and sentiment analysis to improve customer experiences.
• Manage workforce transformation resulting from AI adoption.
• Apply best practices for governance, ethics, and performance management in AI-enabled customer service environments.
Course Modules
Course Modules
Module 1: Foundations of AI-Augmented Customer Service
• Evolution of customer service technologies
• Introduction to Artificial Intelligence in customer support
• AI-powered customer engagement models
• Benefits and challenges of AI adoption in BPO
• Emerging trends in AI customer service
Case Study & Practical Application: Analysis of a customer service center transitioning from traditional call handling to AI-assisted service delivery and identification of operational improvement opportunities.
Module 2: Chatbots, Virtual Assistants and Conversational AI
• Types of AI-powered customer support tools
• Chatbot design and development principles
• Natural Language Processing (NLP) fundamentals
• Virtual assistants and conversational interfaces
• Human-agent escalation management
Case Study & Practical Application: Designing a chatbot workflow for handling customer inquiries while maintaining seamless escalation to live agents.
Module 3: Omnichannel Customer Experience Optimization
• Omnichannel service delivery concepts
• Integrating voice, email, chat, social media, and messaging platforms
• Customer journey mapping techniques
• Personalization through AI technologies
• Customer interaction orchestration
Case Study & Practical Application: Developing an omnichannel customer journey framework for a multinational BPO service provider.
Module 4: Customer Analytics, Sentiment Analysis and Performance Measurement
• Customer data collection and analysis
• Sentiment analysis techniques
• Customer behavior analytics
• Service performance indicators and KPIs
• AI-powered reporting dashboards
Case Study & Practical Application: Analyzing customer interaction data to identify service gaps and recommend customer experience improvement initiatives.
Module 5: Workforce Transformation, Governance and Future Trends
• Human-AI collaboration models
• Workforce reskilling and change management
• AI governance and ethical considerations
• Data privacy and compliance requirements
• Future trends in AI-powered customer service
Case Study & Practical Application:
Developing an AI adoption roadmap and workforce transformation strategy for a BPO customer service operation.
Course Administration
Methodology
Instructor-led sessions use a blended learning approach combining presentations, guided practical exercises, web-based tutorials, and group work, delivered by seasoned industry experts. All facilitation and course materials are in English, so participants should be reasonably proficient in the language.
Accreditation
Upon successful completion of this training, participants will be issued a Tech For Development Certificate of Course Completion
Training Venue
The training will be held at the Tech For Development Training Centre. The course fee covers the course tuition, training materials, two break refreshments, and lunch. All participants will additionally cater to their travel expenses, visa application, insurance, and other personal expenses.
Accommodation & Airport Transfer
Arranged upon request.For reservations contact the Training Officer:
Email: [email protected]
Phone: (+254) 790 824 179
Tailor-Made
This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our T4D Training Centre or at a convenient location.
Payment
Payment should be transferred to the T4D account through a bank on or before the start of the course. Send proof of payment to [email protected].
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| Date | Cost | |
|---|---|---|
| 2026 Schedules | ||
|
Nairobi
|
||
|
23 Nov -
27 Nov
|
KES 99,000
|
$1,500 |
Register |
|
14 Dec -
18 Dec
|
KES 99,000
|
$1,500 |
Register |
|
Johannesberg
|
||
|
23 Nov -
27 Nov
|
$3,100 |
Register |
|
14 Dec -
18 Dec
|
$3,100 |
Register |
|
Mombasa
|
||
|
23 Nov -
27 Nov
|
KES 115,000
|
$1,500 |
Register |
|
14 Dec -
18 Dec
|
KES 115,000
|
$1,500 |
Register |
|
Kigali
|
||
|
23 Nov -
27 Nov
|
$1,850 |
Register |
|
14 Dec -
18 Dec
|
$1,850 |
Register |
|
Addis Ababa
|
||
|
23 Nov -
27 Nov
|
$3,100 |
Register |
|
14 Dec -
18 Dec
|
$3,100 |
Register |
|
Kuala Lumpur
|
||
|
23 Nov -
27 Nov
|
$5,500 |
Register |
|
14 Dec -
18 Dec
|
$5,500 |
Register |
|
Accra
|
||
|
23 Nov -
27 Nov
|
$3,200 |
Register |
|
14 Dec -
18 Dec
|
$3,200 |
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|
Cairo
|
||
|
23 Nov -
27 Nov
|
$4,200 |
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|
14 Dec -
18 Dec
|
$4,200 |
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|
Cape Town
|
||
|
23 Nov -
27 Nov
|
$3,800 |
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|
14 Dec -
18 Dec
|
$3,800 |
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|
Pretoria
|
||
|
23 Nov -
27 Nov
|
$3,100 |
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|
14 Dec -
18 Dec
|
$3,100 |
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|
Dar es Salaam
|
||
|
23 Nov -
27 Nov
|
$2,100 |
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|
14 Dec -
18 Dec
|
$2,100 |
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|
Naivasha
|
||
|
23 Nov -
27 Nov
|
KES 110,000
|
$1,500 |
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|
14 Dec -
18 Dec
|
KES 110,000
|
$1,500 |
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|
Kisumu
|
||
|
23 Nov -
27 Nov
|
KES 110,000
|
$1,500 |
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|
14 Dec -
18 Dec
|
KES 110,000
|
$1,500 |
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|
Arusha
|
||
|
23 Nov -
27 Nov
|
$2,100 |
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|
14 Dec -
18 Dec
|
$2,100 |
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|
Machakos
|
||
|
23 Nov -
27 Nov
|
KES 110,000
|
$1,500 |
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|
14 Dec -
18 Dec
|
KES 110,000
|
$1,500 |
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|
Nakuru
|
||
|
23 Nov -
27 Nov
|
KES 110,000
|
$1,500 |
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|
14 Dec -
18 Dec
|
KES 110,000
|
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|
Kampala
|
||
|
23 Nov -
27 Nov
|
$1,800 |
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|
14 Dec -
18 Dec
|
$1,800 |
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|
Dubai
|
||
|
23 Nov -
27 Nov
|
$3,900 |
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|
14 Dec -
18 Dec
|
$3,900 |
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|
Zanzibar
|
||
|
23 Nov -
27 Nov
|
$2,100 |
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|
14 Dec -
18 Dec
|
$2,100 |
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| 2027 Schedules | ||
|
Dar es Salaam
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||
|
25 Jan -
29 Jan
|
$2,100 |
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|
22 Feb -
26 Feb
|
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|
Kigali
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||
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29 Jan
|
$1,850 |
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26 Feb
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|
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Addis Ababa
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Kuala Lumpur
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||
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25 Jan -
29 Jan
|
$5,500 |
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|
22 Feb -
26 Feb
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|
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|
22 Nov -
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|
20 Dec -
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|
$5,500 |
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|
Accra
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||
|
25 Jan -
29 Jan
|
$3,200 |
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|
22 Feb -
26 Feb
|
$3,200 |
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|
15 Mar -
19 Mar
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|
Cairo
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||
|
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|
$4,200 |
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|
22 Feb -
26 Feb
|
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|
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|
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|
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$4,200 |
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|
Pretoria
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||
|
25 Jan -
29 Jan
|
$3,100 |
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|
22 Feb -
26 Feb
|
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22 Nov -
26 Nov
|
$3,100 |
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24 Dec
|
$3,100 |
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Cape Town
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||
|
25 Jan -
29 Jan
|
$3,800 |
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|
22 Feb -
26 Feb
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$3,800 |
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22 Nov -
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|
$3,800 |
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20 Dec -
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$3,800 |
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|
Johannesberg
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||
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25 Jan -
29 Jan
|
$3,100 |
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22 Feb -
26 Feb
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15 Mar -
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Zanzibar
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||
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25 Jan -
29 Jan
|
$2,100 |
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22 Feb -
26 Feb
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22 Nov -
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20 Dec -
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Arusha
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25 Jan -
29 Jan
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$2,100 |
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22 Feb -
26 Feb
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15 Mar -
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|
Kisumu
|
||
|
25 Jan -
29 Jan
|
KES 110,000
|
$1,500 |
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|
22 Feb -
26 Feb
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KES 110,000
|
$1,500 |
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15 Mar -
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26 Apr -
30 Apr
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24 May -
28 May
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28 Jun -
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KES 110,000
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KES 110,000
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KES 110,000
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01 Oct
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KES 110,000
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22 Nov -
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20 Dec -
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KES 110,000
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Dubai
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||
|
25 Jan -
29 Jan
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$3,900 |
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|
22 Feb -
26 Feb
|
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|
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27 Sep -
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|
$3,900 |
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|
22 Nov -
26 Nov
|
$3,900 |
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|
20 Dec -
24 Dec
|
$3,900 |
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|
Mombasa
|
||
|
25 Jan -
29 Jan
|
KES 115,000
|
$1,500 |
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|
22 Feb -
26 Feb
|
KES 115,000
|
$1,500 |
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|
15 Mar -
19 Mar
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KES 115,000
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26 Apr -
30 Apr
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KES 115,000
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24 May -
28 May
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KES 115,000
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28 Jun -
02 Jul
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KES 115,000
|
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26 Jul -
30 Jul
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KES 115,000
|
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23 Aug -
27 Aug
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KES 115,000
|
$1,500 |
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|
27 Sep -
01 Oct
|
KES 115,000
|
$1,500 |
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|
25 Oct -
29 Oct
|
KES 115,000
|
$1,500 |
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|
22 Nov -
26 Nov
|
KES 115,000
|
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|
20 Dec -
24 Dec
|
KES 115,000
|
$1,500 |
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|
Nairobi
|
||
|
25 Jan -
29 Jan
|
KES 99,000
|
$1,500 |
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|
22 Feb -
26 Feb
|
KES 99,000
|
$1,500 |
Register |
|
15 Mar -
19 Mar
|
KES 99,000
|
$1,500 |
Register |
|
26 Apr -
30 Apr
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KES 99,000
|
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24 May -
28 May
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KES 99,000
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28 Jun -
02 Jul
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KES 99,000
|
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26 Jul -
30 Jul
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KES 99,000
|
$1,500 |
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|
23 Aug -
27 Aug
|
KES 99,000
|
$1,500 |
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|
27 Sep -
01 Oct
|
KES 99,000
|
$1,500 |
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|
25 Oct -
29 Oct
|
KES 99,000
|
$1,500 |
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|
22 Nov -
26 Nov
|
KES 99,000
|
$1,500 |
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|
20 Dec -
24 Dec
|
KES 99,000
|
$1,500 |
Register |
|
Nakuru
|
||
|
25 Jan -
29 Jan
|
KES 110,000
|
$1,500 |
Register |
|
22 Feb -
26 Feb
|
KES 110,000
|
$1,500 |
Register |
|
15 Mar -
19 Mar
|
KES 110,000
|
$1,500 |
Register |
|
26 Apr -
30 Apr
|
KES 110,000
|
$1,500 |
Register |
|
24 May -
28 May
|
KES 110,000
|
$1,500 |
Register |
|
28 Jun -
02 Jul
|
KES 110,000
|
$1,500 |
Register |
|
26 Jul -
30 Jul
|
KES 110,000
|
$1,500 |
Register |
|
23 Aug -
27 Aug
|
KES 110,000
|
$1,500 |
Register |
|
27 Sep -
01 Oct
|
KES 110,000
|
$1,500 |
Register |
|
25 Oct -
29 Oct
|
KES 110,000
|
$1,500 |
Register |
|
22 Nov -
26 Nov
|
KES 110,000
|
$1,500 |
Register |
|
20 Dec -
24 Dec
|
KES 110,000
|
$1,500 |
Register |
|
Machakos
|
||
|
25 Jan -
29 Jan
|
KES 110,000
|
$1,500 |
Register |
|
22 Feb -
26 Feb
|
KES 110,000
|
$1,500 |
Register |
|
15 Mar -
19 Mar
|
KES 110,000
|
$1,500 |
Register |
|
26 Apr -
30 Apr
|
KES 110,000
|
$1,500 |
Register |
|
24 May -
28 May
|
KES 110,000
|
$1,500 |
Register |
|
28 Jun -
02 Jul
|
KES 110,000
|
$1,500 |
Register |
|
26 Jul -
30 Jul
|
KES 110,000
|
$1,500 |
Register |
|
23 Aug -
27 Aug
|
KES 110,000
|
$1,500 |
Register |
|
27 Sep -
01 Oct
|
KES 110,000
|
$1,500 |
Register |
|
25 Oct -
29 Oct
|
KES 110,000
|
$1,500 |
Register |
|
22 Nov -
26 Nov
|
KES 110,000
|
$1,500 |
Register |
|
20 Dec -
24 Dec
|
KES 110,000
|
$1,500 |
Register |
|
Naivasha
|
||
|
25 Jan -
29 Jan
|
KES 110,000
|
$1,500 |
Register |
|
22 Feb -
26 Feb
|
KES 110,000
|
$1,500 |
Register |
|
15 Mar -
19 Mar
|
KES 110,000
|
$1,500 |
Register |
|
26 Apr -
30 Apr
|
KES 110,000
|
$1,500 |
Register |
|
24 May -
28 May
|
KES 110,000
|
$1,500 |
Register |
|
28 Jun -
02 Jul
|
KES 110,000
|
$1,500 |
Register |
|
26 Jul -
30 Jul
|
KES 110,000
|
$1,500 |
Register |
|
23 Aug -
27 Aug
|
KES 110,000
|
$1,500 |
Register |
|
27 Sep -
01 Oct
|
KES 110,000
|
$1,500 |
Register |
|
25 Oct -
29 Oct
|
KES 110,000
|
$1,500 |
Register |
|
22 Nov -
26 Nov
|
KES 110,000
|
$1,500 |
Register |
|
20 Dec -
24 Dec
|
KES 110,000
|
$1,500 |
Register |
|
Kampala
|
||
|
25 Jan -
29 Jan
|
$1,800 |
Register |
|
22 Feb -
26 Feb
|
$1,800 |
Register |
|
15 Mar -
19 Mar
|
$1,800 |
Register |
|
26 Apr -
30 Apr
|
$1,800 |
Register |
|
24 May -
28 May
|
$1,800 |
Register |
|
28 Jun -
02 Jul
|
$1,800 |
Register |
|
26 Jul -
30 Jul
|
$1,800 |
Register |
|
23 Aug -
27 Aug
|
$1,800 |
Register |
|
27 Sep -
01 Oct
|
$1,800 |
Register |
|
25 Oct -
29 Oct
|
$1,800 |
Register |
|
22 Nov -
26 Nov
|
$1,800 |
Register |
|
20 Dec -
24 Dec
|
$1,800 |
Register |
| Date & Mode | Cost |
|---|
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