Telecom
Telecom Operators’ Call Centres and Subscribers’ Issues

The adoption of Business Process Outsourcing (BPO) model by Global System for Mobile communications (GSM) in the management of their call centres has helped to a large extent in easing difficulties subscribers faces in accessing call centres.
Before the adoption of outsourcing model in the call centre operations, subscribers who have issues with their service hardly speak to humans for resolving such issues rather they where meant to follow interactive voice response system, in most cases does not resolve such issues.
But, with outsourcing, the chances of subscribers that put call to call centres to speak with humans have increased.
However, the greatest challenge facing outsourcing of call centres to the ‘so’ called experts is training.
Most of the attendants at almost all the GSM operators call centres are not knowledgeable in the products and services offered by the operators.
There have been situations where different attendants offer different explanations to a particular issue of a subscriber.
What this suggests is that the attendants are not properly trained in the products and services of operators they represent, rather emphases are concentrated on politeness of attendants to subscribers calling the centres as against training on services of the operator they interface with their subscribers.
Recently, this writer had issue with the service of transferring airtime to a subscriber which was not delivered while the airtime was deducted.
However, the writer put several calls to the call centre of the operators all the three attendants he spoke with could not offer explanation on what happened and how to revert the airtime that was deducted.
A call centre is operated by a company to administer incoming product support or information inquiries from telemarketing, clientele, product services, and debt collection are also made.
In addition to a call centre, collective handling of letters, faxes, live chat, and e-mail at one location is known as a contact centre.
A call centre is often operated through an extensive open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one more supervisor stations.
It can be independently operated or network with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs.
What this means is that a telephone or internet service provider that is based in Lagos with its major transmission equipment installed in Lagos can give service to a location such as Abuja or Uyo by simply installing another transmission equipment and trans-receiver station that will transmit calls from the sundry location to the major switch at Lagos.
Subscribers to the service in Abuja or Uyo as the case may be will enjoy the service without having to see the people rendering the service but agents not directly employed by the service provider as well as their equipment.
The question that arises is how can this subscriber reach out to the service provider when he or she has issues with the service? Such issues as recharging of phones, where recharge card numbers have been scratched off, SIM card issues among others.
These issues are addressed through contact to the service providers’ call centre located mostly at major towns or at the operational base of the operator depending on the coverage of the operator as well as the technology in use especially for internet service providers.
Subscribers of GSM networks in the country in the past 10 years have not had it smooth reaching call centres of their network to address issues.
There has been tells of woes as subscribers often time spend 60 minutes waiting to talk to call centre agent while others don’t ever talk to human beings but machine in the name Interactive Voice Response (IVR).
Interactive voice response (IVR), is a technology that allows a computer to detect voice and keypad to detect voice and keypad inputs, IVR technology is used extensively in telecommunications, but is also being introduced into Automobile system for handsfree operation. IVR System can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed.
IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices.
In telecommunications IVR systems generally scale well to handle large call volumes.
More so, the claim by operators that their call centre service is 24 hours has been found deceitful as none of the operators’ call centres could be reached between 8pm and 7am.
Efforts by Operators
As the industry gets matured operators have begun to adopt different strategies to manage their call centres for effective service delivery. MTN has expanded its call centres to accommodate large number of agents to be able to attend to many subscribers at the same time. The telecommunications giant has also refocused its management by outsourcing it to a more competent company for the management of its call centres for an improved service delivery.
Airtel on its part having identified call centre outsourcing as the way forward to addressing the inefficiency of management of its call centres have signed an agreement with Spanco to operate and manage its call centres.
Kapil Puri, Chairman & Managing Director, Spanco, said: “Bharti Airtel was the pioneer of adopting the BPO model across all its areas of operations in India. The experience and success that it achieved created a whole new sector in the country that is now regarded as the global centre of excellence for outsourcing.
Currently over 4,000 people are employed in Africa supporting Bharti Airtel’s customer service operations. Going forward the number of people employed in managing Bharti Airtel’s customer service functions will increase as Bharti Airtel expands its network and customer base.
It is the expectations of subscribers that as these initiatives and more take root, operators should intensify effort on training their call centres attendants on the products and services the offer for better understanding as well as improvement in their ability to resolving issues.
Telecom
Elon Musk Launches XChat with Video Calling to Take on WhatsApp, Messenger

Elon Musk’s X (formerly Twitter) has launched a new stand-alone messaging app on iOS devices, called XChat.

Elon Musk
This app will help users connect their existing X contacts for calling, chatting, and sharing files. This move shows how Musk’s previous idea of creating a single ‘everything app’ seems to shift to a different strategy now.
This newly launched app comes with features such as audio and video calling, text messaging, group chats, and file sharing.
Moreover, it features privacy-focused tools like disappearing messages, the option to delete and edit messages for everyone, and a feature that blocks screenshots.
Looking at these features, the XChat seems to take on WhatsApp and Messenger.
However, the tech firm said that the app has no tracking or ads.
In terms of privacy, X claimed that the instant messaging app is end-to-end encrypted and comes with a PIN.
This app is currently available to iOS users only, and more updates are expected in the near future, as teased by Benji Taylor, the X’s lead designer. The launch of this app reflects a shift in Musk’s strategy about turning X into an ‘everything’ app that will include payments, shopping, messaging, and more combined in one place.
However, the focus of xAI seems to be different now as the company seems to be developing several different apps instead of combining everything into one.
This approach may help X to reach users through their various services rather than a single platform.
While XChat focused on messaging currently, the tech firm is also reportedly testing a separate payments system, which is not available to the public so far.
More features and updates to the instant messaging app are likely to be arriving in the coming months as X continues to grow its ecosystem with more apps.
Telecom
Globacom Unveils Two New TVCs Showcasing the Future of Connectivity

Technology Company, Globacom has unveiled two vibrant television commercials, “Road Trip” and “Department of Imagination,” reinforcing the telecommunications giant’s dedication to providing seamless, reliable connectivity for every lifestyle.

These engaging campaigns illustrate how Glo remains an essential partner in both our daily routines and our boldest future aspirations.
“Road Trip” captures a relatable family adventure filled with laughter and authentic moments. The story follows Toyin Abraham Ajeyemi as she experiences the frustration of poor signal—only to find that switching to Glo transforms the experience instantly. Whether it’s navigation, downloading content, or staying entertained, the difference is clear with Glo, which ensures you stay connected no matter where the road takes you.
Starring alongside Toyin Abraham Ajeyemi, the commercial featured Bolaji Ogunmola and others and their combination brought the best out of the TVC.
Users can easily access data plans by dialling *312#, ensuring smooth, uninterrupted service on the go.
Department, on the other hand transports viewers to a futuristic landscape where technology bridges the gap between creativity and reality.
Guided by the renowned Richard Mofe-Damijo (The Professor), the story explores how powerful ideas turn into extraordinary experiences. It showcases a smarter, more dynamic world—from real-time gaming to advanced culinary processes demonstrated by Hilda Baci and creative tech integration by Bamike Adenibuyan (Bam-Bam).
The unique feature of the story is each scene serving as a testament to how Glo is actively shaping a future where technological possibilities are infinite.
The Glo’s latest commercials carry a unified, powerful message: The future is here, and it is powered by Glo.
Telecom
MTN-Backed Pitchathon Awards ₦45m to Startups @‘Gathering on 100’ in Lagos

Young innovators and entrepreneurs from across Nigeria converged at the “Gathering on 100,” a 100-hour non-stop youth-focused experience powered by MTN, to showcase ideas, build networks, and compete for funding in a major startup pitch competition.

Pitchathon
The event, described by organisers as a convergence of creators, founders, and culture shapers, featured a Pitchathon segment that awarded a total of ₦45 million to eight outstanding startups selected from 30 participants spanning sectors such as Artificial Intelligence, FinTech, HealthTech, EdTech, Internet of Things (IoT), AgriTech, DefenceTech, and CreativeTech.
The competition underscored what participants called a “Gen Z approach to business,” combining innovation, speed, and community-driven growth models.
At the end of the contest, Hurpham Africa, led by Sesan Kareem, emerged overall winner, securing ₦15 million alongside enterprise partnership and co-development access from MTN.
Coconoto Ltd, founded by Jacob Oluwayannife, clinched the second runner-up position with a prize of ₦10 million, while Rava Send, represented by Emmanuel Isaka, emerged third runner-up, receiving ₦5 million.
Five other startups — URI Social, Dulces Jams, Kindly Book, Africa Medical Marketplace, and MyFund — each received ₦3 million in recognition of their innovative solutions and growth potential.
Organisers said the initiative was designed not only to reward innovation but also to equip young founders with critical business skills through mentorship and real-time engagement with industry leaders.
The Pitchathon formed part of a broader industry showcase where emerging technology startups presented solutions aimed at deepening financial inclusion and accelerating e-commerce growth across Africa.
Among the presenters was a fintech platform led by Charles Dairo, which is focused on simplifying cross-border transactions. According to Dairo, the platform has recorded more than 10,000 user registrations, with about 30 per cent actively transacting.
He said the company is deploying a localized incentive system to drive user engagement and convert inactive users, noting that a referral programme already contributes roughly 15 per cent of organic growth.
The platform operates a 0.5 per cent transaction fee model and leverages strategic banking partnerships to ensure liquidity. It also integrates stablecoins such as USD Coin to enhance cross-border payment efficiency and expand interoperability across mobile money ecosystems.
Stakeholders noted that such innovations could help address long-standing challenges in Africa’s payments landscape, including high transaction costs and limited system integration.
In the e-commerce space, startups like Jakuta demonstrated the use of artificial intelligence to simplify purchasing decisions and improve operational efficiency.
The platform combines voice technology with mobile messaging tools such as WhatsApp to guide users through transactions, while also enabling device trade-ins through automated video analysis.
Developers said the system currently supports operations in about 20 countries and is capable of handling high volumes of daily interactions, including automated customer engagement processes.
They added that the solution automates routine merchant tasks such as inventory management and customer follow-ups, even in low-connectivity environments, thereby expanding access for small and medium-sized enterprises.
Founders also disclosed ongoing efforts to partner with telecommunications providers to reduce communication costs and scale adoption of their platforms.
Industry analysts at the event observed that many startups are increasingly prioritising customer lifetime value, reinvesting revenues into marketing, user acquisition, and product optimisation to build resilient and scalable business models.
They noted that such strategies are essential for navigating challenges including exchange rate volatility, infrastructure gaps, and regulatory complexities across African markets.
The “Gathering on 100” highlighted the growing influence of youth-led innovation in shaping Nigeria’s digital economy, with stakeholders expressing optimism that sustained collaboration between startups, financial institutions, and telecom operators would accelerate digital inclusion and unlock new economic opportunities.
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