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Making Subscribers Integral Part of Telecom Business

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The saying that the customer is king in any business also applies to telecommunications business. They number over 95 million and are spread across the vast geographical area of the country, and have become more aware of the usefulness and potentials of ICT products and services.
There are corporate, communal, institutional, individual and many other categories of users of telecom and ICT products and services. Conceptually, the consumer includes the high political office holders, the youths, the entrepreneur, the artisans, the military rank and file, the fishermen in Delta, the Fulani pastoralists on Gembu hills, and the rural women who sell crayfish at Zonkwa market among others.
The consumers of telecom products and services have many expectations to be met. They want services available at all times and at every place. The consumer wants the services to be of a good quality and affordable. The consumer wants the operator to respond at all times when he or she needs attention, and to provide explanations whenever anything goes wrong. The consumer wants to be protected at all times from being taken advantages of by service providers.
Service providers of all types of technology are investing heavily in this customer experience. A recent survey, conducted by Frost & Sullivan and commissioned by Amdocs, found that two-thirds of service providers are expected to increase their spending on customer service enhancement this year.
And increased investment is what will be required, for many reasons. Chief among them is the reality that, ‘as service providers try to offer more complex services, like they are doing today, customer service requirements increase exponentially. It is easier for customers to get confused, there are more things that can break and it is harder for customers to decipher competitive offers and determine what they want.
Telecommunications operators have two basic ways to attend to subscribers’ complaint on its network. They establish customer care shops, which are centres designated for solving subscribers complaint that require them to bring either their phone or computer as the case may be in  internet service physically to the shop for the problem to be resolved. Products of such network operator are also sold at customer care centres. Another way through which complaints of subscribers are addressed by operators is through customer service contact centres. A customer service contact centre is a department in the operations of the network that addresses complaints through voice or email to a toll free line of the network.
Challenges in addressing complaints
Having a functional customer care shop and contact centre is one leg of effort by operators to take care of subscribers, while training and monitoring of those working in these departments are another leg which to many, is the most important in customer service delivery.
A visit to some telecommunications operators’ customer care shops will explain the need for those workings at such centres who act as interfaces between the company and their subscribers to be well trained both in understanding the services being rendered by the operating company as well as the manner of treating customers.  Some of the ‘so called’ trained staff at most customer care centres lack the required technical knowledge of some product at offer less talk of solving the problems that are brought to them. This writer had issues with his data service of one of the Global System for mobile communications  (GSM) operators, he called the customers service centre and the attendant that spoke to him after holding him on for 25 minutes could not resolve the issue but directed him to any customer care centre around his area. When l got to the customer care shop, behold the problem was resolved through recharging the phone with any amount of airtime above N100.
Another subscriber that spoke to Nigeria CommunicationsWeek, narrated how he was unruly treated at a customer care shop of a telecommunications operator, when he went for a welcome back pack at the shop.  He was meant to stay two and half hours longer at the shop because he vehemently condemned the way the attendant at the shop was responding to customer inquiring.  These are few instances of pains that subscribes go through in the hands of unqualified customer care attendants at customer service centers of telecommunications operators.
The most worrisome of the woes of customers of most telecommunications service provider is their inability to resolve issues through their customer contact centres. A dial to most operators’ call centre especially for pre-paid customers will prove how inefficient they are. The Interactive Voice Response system will give you different options including talking to customer representative by dialing 0. When the subscriber dial 0 as requested the system will continue playing an endless music of advert jingle of the operator endless.
In spite of the ongoing competition in call tariff aimed at encouraging subscribers to sign-on to operator’s network, there should be concerted effort by all operators to make customer care service an experience one.


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Nigeria CommunicationsWeek believes that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. So since 2007, we have devoted our energy to independent reportage of technology and how they affect lives.

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Enugu to Host The Gathering on 100 as MTN-Backed Youth Movement Expands Across Nigeria

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Nigeria’s fast-rising youth culture and innovation community, The Gathering on 100, is heading to Enugu, with registration now open for gamers, performers, DJs, creatives, and culture enthusiasts.

Enugu to Host The Gathering on 100 as MTN-Backed Youth Movement Expands Across Nigeria

MTN

The Enugu edition will take place on June 19, 2026, at ICC Hall, Okpara Square, and will bring together a new audience for the platform’s signature blend of music, gaming, live performance, community engagement, and youth-driven entertainment.

The Gathering on 100 first gained national attention in Lagos, where it transformed the National Stadium, Surulere, into a continuous 100-hour ecosystem of activity from April 22–26, 2026.

The event combined culture, commerce, entrepreneurship, gaming, fashion, and live entertainment, attracting thousands of young participants and creating opportunities for emerging talent and businesses.

The movement most recently arrived in Aba, where thousands of young people gathered for a weekend of culture, commerce and entrepreneurship, reinforcing the platform’s growing appeal across different communities and audiences.

The move to Enugu is being framed by organisers as a deliberate expansion into one of Nigeria’s largest student and youth populations. Home to major institutions including the University of Nigeria, Nsukka (UNN), Enugu State University of Science and Technology (ESUT), the Institute of Management and Technology (IMT), Godfrey Okoye University and Coal City University, Enugu attracts thousands of young people from across the country each year, creating a vibrant community shaped by education, creativity, entertainment and entrepreneurship.

This concentration of young talent has helped fuel a growing ecosystem of creators, performers, gamers, digital entrepreneurs and small business owners.

In recent years, the city has hosted an increasing number of technology, entertainment and youth-focused events, reflecting the growing demand for platforms that bring together creativity, opportunity and community.

These dynamics make Enugu a natural next stop for The Gathering on 100, a platform built around showcasing talent, fostering connections and creating opportunities for young Nigerians.

Registration for the Enugu edition is now open through The Gathering’s official website, with participation available across multiple categories including gaming, rap battles, DJ competitions, dance, live performances and entrepreneurship.

A key highlight of the event will be the Pitchathon, where emerging founders and business owners will have the opportunity to present their ideas before a panel of judges for a chance to secure grant funding and support for business growth.

The gaming segment will feature competitive tournaments and interactive experiences designed for both casual and serious players, while rap battles and DJ showdowns will spotlight rising talent from Enugu and neighbouring states.

Attendees can also expect a large scale rave experience, live entertainment and community driven activities designed to bring together different corners of the region’s youth culture under one roof.

Beyond the entertainment, organisers say The Gathering on 100 is designed to create real opportunities for young people to connect, collaborate and gain visibility for their talents, ideas and businesses.

As the movement continues its expansion across Nigeria, the Enugu edition is expected to showcase the city’s unique blend of creativity, ambition and cultural influence while providing a platform for the next generation of innovators, performers and entrepreneurs.


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Prof. Dzidonu Urges Universities to Produce Deep Thinkers for AI Age

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Professor Clement K. Dzidonu, President of Accra Institute of Technology (AIT), has said that the rapidly evolving world of artificial intelligence, automation, and digital transformation demands graduates who are capable of independent thinking, continuous learning, innovation, and responsible leadership.

Prof. Dzidonu Urges Universities to Produce Deep Thinkers for AI Age

Professor Clement K. Dzidonu, President of Accra Institute of Technology (AIT).

Professor Dzidonu noted that universities exist not merely to award degrees but to develop capable human beings who can think critically, solve problems creatively, adapt to changing circumstances, and contribute meaningfully to society.

He reiterated AIT’s commitment to producing graduates who are technically competent, ethically grounded, intellectually curious, and globally competitive.

The Accra Institute of Technology (AIT) has officially welcomed newly admitted students into its academic community at a colourful matriculation ceremony held on Saturday, June 13, 2026, at the university’s Knowledge City Campus-Kokomlemle in Accra.

Speaking on the theme, “Preparing the Sovereign Learner for a World of Opportunity, Possibility and Difference,” the President encouraged students to adopt the Opportunity–Possibility–Difference (OPD) Perspective by recognizing opportunities, exploring possibilities, and creating meaningful differences in their lives and communities. He urged them to see beyond examinations and certificates and focus on building capability, character, and courage.

The ceremony marked a significant milestone in the lives of the new students as they formally became members of the AIT scholarly community, joining a university renowned for excellence in technology-driven education, innovation, research, and professional development.

The matriculating class comprises students pursuing programmes in Engineering, Information Technology, Computer Science, Business Administration, Occupational Health and Safety Management, Project Management, and doctoral studies.

Addressing the matriculating class, the President of AIT, Professor Clement K. Dzidonu, congratulated the students on their admission and challenged them to embrace what he termed “The Age of the Sovereign Learner.” He emphasized that the rapidly evolving world of artificial intelligence, automation, and digital transformation demands graduates who are capable of independent thinking, continuous learning, innovation, and responsible leadership.

Professor Dzidonu further challenged the students to make the most of the opportunities available to them at AIT by attending lectures consistently, acting ethically, managing their time wisely, and committing themselves to lifelong learning.

He reminded them that success at the university would depend not only on the resources and support systems provided by AIT but also on their personal commitment to excellence and self-development.

On behalf of the newly admitted students, Mr. Samuel Peace Kamara delivered the matriculants’ acceptance speech, expressing gratitude to the university’s leadership, faculty, and staff for the warm reception extended to the new students.

He pledged, on behalf of his colleagues, that they would uphold the values of the university, work diligently in their studies, and strive to become responsible professionals capable of making meaningful contributions to society.

The ceremony concluded with a formal declaration admitting the students into membership of the university community and a call on them to embrace the opportunities before them, pursue excellence, and contribute positively to national and global development.


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FG Debunks Claims of Plans to Introduce Telecoms, Fuel Taxes

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Federal government has dismissed reports suggesting it plans to introduce new taxes on telecommunications services and petroleum products, describing the claims as false and misleading.

FG Clears the Air on New Fuel and Telecom Tax Reports

The clarification was contained in a statement issued on Wednesday by the Federal Ministry of Finance and signed by Mrs Maryann Duke, Senior Special Assistant on Communications and Press Secretary to the Minister of Finance and Coordinating Minister of the Economy.

According to the ministry, reports linking the alleged taxes to recommendations contained in the International Monetary Fund (IMF) Article IV Consultation on Nigeria do not reflect the position of the government.

It explained that recommendations contained in IMF consultation reports are advisory in nature and do not constitute policy decisions or binding obligations on the Federal Government.

“The Federal Government is not considering the introduction of any new taxes on telecommunications services or petroleum products,” the statement said.

The ministry also clarified that existing tax arrangements relating to petroleum products remain unchanged.

It stated that the Value Added Tax (VAT) waiver on fuel remains in force and has not been removed.

According to the statement, any fuel surcharge can only be introduced through a ministerial order published in the Official Gazette, noting that no such action is currently under consideration.

The ministry added that the current policy framework has helped cushion the impact of fluctuations in global fuel prices on households and businesses across the country.

On telecommunications services, the government said the excise duty introduced before 2023 had already been repealed under the country’s new tax laws.

It stressed that the duty is no longer in effect.

The ministry urged Nigerians, businesses and media organisations to disregard reports suggesting that new taxes would be imposed on telecommunications services and petroleum products.

It reiterated that Nigeria’s tax reform agenda remains focused on improving revenue administration, promoting economic growth and attracting investments rather than increasing the tax burden on citizens.

The ministry further assured that any future tax policy changes would be communicated through official channels and implemented in accordance with due process and existing legal provisions.

It reaffirmed the government’s commitment to transparency and responsible economic management aimed at supporting sustainable growth and protecting the welfare of Nigerians.


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