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Improving Operators and Subscribers Relationship

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The subscriber is very important in the service delivery of telecommunications space. This explains why emphasis is led on subscriber base as determinant of leadership in the sector. More so, the growth in the sector are often time measured on teledensity, which is average number of people to available mobile phones in the country.
Moreover, Nigerian Communications Commission (NCC) quarterly release of number active line in the country as well as operators percentage control of the overall lines has become an interest media campaign for operators that have gain advantage in the current quarter.
All these go a long way to show that for it not subscribers there is no business for telecommunications service providers. The question that arises is, how has operators being treating this integral part of their business in relation to maintaining effective communications with them?
The sector having reach some appreciable level of maturity one would have expected that operators build a strong relationship with their subscribers especially pre-paid subscribers that forms about 80 percent of their subscribers.
Observers believe that nonchalant attitude of operators towards their subscribers is a reflection of the societal value in the country that does not recognize customers as important, which accounts for differential treatment some operators ‘dish out’ to Nigerians subscribers against what obtains outside.
For instance, networks carry out maintaince work which affect service delivery without giving prior information to their subscriber rather what they do is to apologies to them for experience difficulties in either recharge or make call after the completing the work. The idea thing to do is to give subscribers prior information so that they will prepare their mind for it.
Operators claims that their call centre service is 24 hours, investigations have revealed that none of the operators both Global System for Mobile communications (GSM) and Code Division Multiple Access (CDMA) is presently offering 24 hours call centre service, that is why each time call centres line are dial between 10 pm and 6am there is no response.
The perception by Nigerians that both GSM and CDMA are reap-off operators that have come to the country to make money without delivering quality service is a product of poor communications by operators on why they are not delivering quality services and other challenges they face.
Business Communication is communication used to promote a product, service, or organization; relay information within the business; or deal with legal and similar issues. Business Communication can also refer to internal communication. A communication director will typically manage internal communication and craft message sent to employees. It is vital that internal communications are managed properly because a poorly crafted or managed message could foster on distrust or hostility from employees 
One of the most robust findings in the sociological literature is the positive effect of communication on consumerism, cooperation and trust.
According to Matthew Lautz, chief executive officer of Brevient development company headquarters in Milwaukee, Wisconsin, many people only want to communicate “good things” to business partners, be they investors, bankers, lawyers, or even customers. As difficult as it may be sometimes, communicating both “the good” and “the bad” is critical.
Communication in Business
According to Lautz, communicating “the bad” to trusted partners allows them to assist you and offer suggestions on how to turn the situation around so that it ultimately becomes “the good”. Bring forth the news and come prepared to discuss your plans for solving the problem. Remember to stay open-minded to their suggestions as well, as they are likely people who have helped drive success for your business.
Lautz believes that your partners will respect you more for initiating a conversation about bad news rather than forcing them to call you out on it, or worse, having the situation get to a point past saving. After all, no company in the world only has good news all the time; it’s just a matter of how you handle it.
A renowned Doctor of Communication in a leading university in Nigeria also believes that whether it’s been a wonderful or a rotten day, whether there’s been a crisis or a triumph, sharing it in words makes you and your partner feel more understood, more appreciated, more loved. The ability to communicate well is the most important relationship skill of all.
He said communications is one of the basic functions of management in any organization and its importance can hardly be over-emphasized. It is a process of transmitting information, ideas, thoughts opinions and plans between various parts of an organization.
It is not possible to have human relations without communication. However, good and effective communication is required not only for good human relations but also for good and successful business.
Indeed, communications is a part of our lives. It is our way to express our ideas, feelings, emotions and experiences. If you are far from your loved ones or friends, you certainly look for a way or means for you to communicate with them. You must have tried sending emails, chatting with them but of course, nothing would be better with hearing their voices and talk to them.
If you are residing in another country, definitely you want to communicate with your family and friends to share your experiences and feelings too. So, having a working telephone is an effective and efficient way or means to communicate. Availability of GSM networks around the world has helped the situation as you can easily buy handset, a Sim pack and some money to make calls.
Operator’s Attitude to Communication
However, the irony of it is that telecommunications operators in Nigeria who are in the business of communications seem to have lost sight of the importance of communicating with their subscribers to achieve mutual and beneficial relationship especially in bad times when subscribers find it difficult to make calls due to poor quality of service.
Some two years ago when NCC ban on promotions by GSM networks in the country and subsequent directive to them to compensate their subscribers with N175, is a good reference point. The situation got so bad that there was dissatisfaction by subscribers across the three major GSM networks in the country then. The operators made matter worse by coming out with promotions they don’t have capacity to carry. The subscribers were the worst affected. Frequent call drops forced them to call more than once because they cannot finish their conversation. The development brought untold hardship to many individuals who are not able to get their calls through during emergencies. But the operators failed to carry their customers along. Despite all the fuss about the poor quality of service that pervades the industry, the operators felt unconcerned and refused to apologize to make some convincing statements as to how and why the situation degenerated to that extent.
According to an industry analyst, effective communication from the operators to their customers would have made all the difference and pacified the aggrieved subscribers. “A call from a customer service centre appealing to subscriber on the difficulty in making and receiving calls would have gone a long way in suggesting that the operators have the interest of their customers at heart, “one analyst said.
Another analyst marveled at why telecom operators who are in the business of communication could now turn out to be the worst communicators. He is of the view that the relationship between the operators and subscribers would have been more cordial if the networks had sent alert signals ahead of any impending service disruption. This, he said would have prepared the subscribers adequately enough on what to expect.
Although, GSM operators had argued that the drop in service quality was caused by the activities of thieves who frequently vandalize their installations, many of the subscribers took the explanation as an afterthought. They reasoned that the situation supposed to have been communicated before the situation became so bad. It is also expected of the operators to communicate effectively before any major network upgrade activity takes place especially when it would prevent subscribers from getting their calls through.
In spite of the outcry by subscribers and NCC on the need for operators to avail themselves of franchise business model to extend their customer care services closer to subscribers, operator seem not moved as most operators still don’t have customer care centre in some cities where they are delivery service.
Even in cities where they have, it is poorly staffed which often times result in large crowd.
Earnest Ndukwe, immediate past executive vice chairman, NCC, while reacting to poor customer care by all the telecom operators identified poor quality of service as the major reason why customer care centres are crowded. He added that the commission will soon come out with directive on the operation of customer care centre by operators.
Customers are Integral to Business Success
Without the customer it is impossible for any business to sustain itself. Achieving the desired results is frequently a result of customer actions. Any business without a focus on customers’ satisfaction is at the mercy of the market. Without loyal customers, eventually a competition will satisfy those desires and customer retention rate for the organization will decrease.
According to some of the aggrieved subscribers, although any of the operators may think that with over 15million subscribers in its kitty, the situation cannot be so bad that a large number of them would quit the network. Such operator should be reminded that the belief that “Nigerians don’t have any other options as all the network are the same” would one day change and there would be a massive protest that would shake such operators to their foundation.
Available research shows that there are several levels of customer, dissatisfied customer would look for someone else to provide product or service; satisfied customers opens next better opportunity; loyal customer returns despite offers by the competition. Dissatisfied customers are an interesting group. For everyone that complains there are at least 25 customers by word of mouth will tell eight to 16 others about their dissatisfaction.
  
 

 

 

 

 


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Chamber Raises Alarm over Increasing Telecoms Infrastructure Vandalism

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Lagos Chamber of Commerce and Industry (LCCI) has raised an alarm that members of the business community have drawn it’s attention to the rising incidents of vandalism of telecommunications infrastructure across Nigeria.

Chamber Raises Alarm over Increasing Telecoms Infrastructure Vandalism

Dr. Chinyere Almona, director general of LCCI,

Dr. Chinyere Almona, director general of LCCI, who stated this in Lagos recently, said that the increasing infrastructure vandalism was posing a serious threat to economic productivity, national security, digital inclusion, and investor confidence.

According to her, “our members have drawn our attention to the rising incidents of vandalism of telecommunications infrastructure across Nigeria. This trend is a serious threat to economic productivity, national security, digital inclusion, and investor confidence.

“Telecommunications infrastructure remains critical to modern economic activity, supporting banking services, e-commerce, education, healthcare, logistics, public administration, and millions of small businesses.

Persistent attacks on fiber-optic cables, base stations, power systems, and related assets disrupt essential services, increase service providers’ operating costs, and reduce service quality for consumers and businesses.”

Speaking further, Dr. Almona explained that “to address this challenge, the chamber urges governments at all levels to treat telecommunications infrastructure as critical national assets that require stronger protection.

“This should include enhanced security surveillance, stricter enforcement of laws against vandalism, faster prosecution of offenders, and closer collaboration between security agencies, regulators, communities, and network operators.”

She added: “The Chamber also calls for improved rightof-way management, better coordination during road construction and urban works, and stronger public awareness campaigns on the economic damage caused by vandalism.”


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Firm Shares 5-step Safety Action Plan on What to Do When You Discover Your Phone is Missing

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Misplacing a device, or having one stolen, is a stressful occurrence. Along with the inconvenience of no longer having a smartphone or tablet, comes the risk of unauthorised access to banking accounts and the potential for identity theft. With this in mind, Kaspersky experts have released a practical, minute-by-minute action plan for the moment you realise your phone is missing.

Step 1: Try to locate it via another device

The first step that could help to find your phone is to activate the Find My Device feature for Android or Find My for iOS to locate it. You can enter your Google or Apple ID account from the other device and see the list of devices linked to the account. Kaspersky for Android users can locate their device using the “Where Is My Device” feature via the My Kaspersky web portal. It is important that in order to use any functionality related to the device location, all those features must be activated in advance.

Step 2: Block your phone and watch for scammers

After logging into the account and finding the missing device in the device list, set it to “Lost” mode. After that click the “Вlock” button. You can set a new password, as well as add a message or a contact number that the person who found the phone will see. If the device is not connected to the Internet, the lock will take effect as soon as it connects.

Along with locating the device, Kaspersky for Android users can go beyond simple locking:

  • Turn on a loud alarm, even if the phone is on silent. Perfect for finding it under a couch or forcing a thief to abandon it.
  • Take a Mugshot. On devices with a front camera, Kaspersky captures a photo of the person currently using your phone. This evidence can be shared with authorities. Kaspersky’s Mugshot feature works even if the thief ignores native lock commands.

Stay cautious, if the phone falls into the hands of intruders, they may try to contact you and extort personal data to access the phone. It’s highly recommended to warn your friends and relatives about the device loss whilst your mobile phone can be used for calls or messages from your number with requests for money or questions, all of which should be ignored.

Step 3: Block access – SIM, bank cards, passwords

Promptly contact the mobile operator and block your SIM card, so you will eliminate the risk of using it for unscrupulous purposes. Also contact your bank to block any cards linked to the device or unlink those accounts.

After that, think about resetting passwords for all important services and log out of your accounts wherever possible. If you use a password manager, change its master password to protect all saved credentials.

If you’ve enabled SIM Watch in Kaspersky’s app in advance, the solution automatically blocks the device the moment someone inserts a new SIM card. This stops thieves from using their own SIM to bypass your locks.

Additionally, it’s recommended to protect the Kaspersky app itself from being uninstalled. Thieves often try to remove security apps first. Kaspersky’s anti-uninstall protection (one of the features of Where Is My Device) prevents the app from being removed and blocks changes to system settings – without your screen lock password.

Step 4: Check for the backups

As for other data such as photos, notes or messages stored on the phone, unfortunately, it will be only possible to restore it if you have backups or syncing with the cloud configured. If you had enabled device backups before the loss, you can restore almost everything, from contacts and photos to text messages.

Step 5: Remotely erase your device, if there is no hope of finding it

In parallel with how you perform all the actions described above, it is highly recommended to report the loss to local authorities and follow their guidance. However, if you are certain that the phone cannot be recovered, the final recourse is to completely erase all data from the device. This can be performed via Find My Device feature for Android, Find My for iOS or from the My Kaspersky web portal (for Android).

“In the routine of daily operations, it is easy to overlook how many critical aspects of our digital lives are tied to our mobile devices, and how seldom we consider that losing a phone may lead not only to inconvenience, but also to data loss, compromised access to essential accounts, or even identity theft.

At Kaspersky, we think in advance for your safety, going beyond just an antivirus solution. We fully understand the risks and disruptions that a lost or stolen phone can cause. That is why our solutions are designed to mitigate those risks,” comments Dmitry Kalinin, Senior Malware Analyst at Kaspersky.

Step 0: Protect yourself in advance

Here are some additional steps that, if taken in advance, may significantly reduce the negative effects of losing the phone:

  • Enable location tracking. Both Android and iOS have special functionality to track a phone’s location and remotely erase data from it. Kaspersky for Android provides this functionality with the Where Is My Device feature activated.
  • Allow automatic backups. Due to the regular backups all photos, videos, documents, contacts, and other important data can be recovered if the phone goes missing.
  • Store all sensitive data in the protected format. Use a dedicated security solution like Kaspersky password manager, which apart from securely keeping passwords, logins and bank cards, has a special secret vault functionality aimed at storing important documents, for example, scanned Passports/IDs and PDF files, addresses and notes.
  • Set immediate auto-locks. This ensures the phone is always locked when not actively being used, helping to prevent thieves or cybercriminals from accessing stored information.
  • Keep the phone physically secure. While being in a public place, avoid leaving a device unattended or easily accessible such as on tables or in back pockets.

 


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MTN Foundation Expands Digital Access as Iwerekun Junior High School Records Stronger Academic Results

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The recent access to digital tools and facilities in Lakowe’s Iwerekun Junior Secondary School has become a thing of pride. The school is one of the beneficiaries of the MTN Foundation’s What Can We Do Together (WCWDT) initiative. With a student population of over 2,000 (including more than 400 in technical classes), the school needed a suitable ICT Lab last year. A call that WCWDT answered, renovating the ICT laboratory into a world class facility to support the students.

MTN Foundation Expands Digital Access as Iwerekun Junior High School Records Stronger Academic Results

MTN Foundation

According to the Universal Basic Education Commission (UBEC), over 8 million students are enrolled in junior secondary schools across Nigeria, yet only 416,291 teachers. This creates a rising need for better facilities and tools that would support and amplify teaching efforts. With efforts from initiatives like WCWDT communities across the country are getting access to the facilities that will drive educational efforts.

Today, the ICT laboratory has changed the learning experience for many students in the school. What used to be limited access to digital learning tools has gradually become a more engaging and practical learning environment, giving students room to learn, explore and build confidence with technology.

For the school’s Principal, Mr. Azeez Olatunji Fatai, the difference became noticeable almost immediately. “Since the installation of the ICT lab, we have seen significant improvements amongst students,” he said. “Our students now have access to digital tools and learning resources that were previously unavailable, and their confidence in using technology has improved greatly.”

That renewed confidence is beginning to reflect in how students engage both inside and outside the classroom. Recently, the school emerged first in an inter-school competition, a milestone many within the school community see as evidence of the growing exposure and encouragement students now receive. Teachers say students are showing greater enthusiasm during lessons and are becoming more willing to participate in practical and extracurricular activities.

The ICT lab has also strengthened the school’s focus on practical learning. Since November, students have participated in more structured digital learning sessions, while some have also gained additional exposure through extracurricular and skill-based programmes designed to strengthen their digital and technical capabilities.

For the MTN Foundation, this outcome reflects the broader goal of the What Can We Do Together initiative, which continues to address critical gaps in education and community infrastructure.

As nominations open for Phase 6 of the initiative, the Foundation is calling on Nigerians to nominate deserving schools and communities for the opportunity to benefit from upgraded science laboratories and primary healthcare centres, helping to create more success stories like Iwerekun Junior Secondary School and expand access to quality learning and development opportunities across the country.


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