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
MTN Nigeria Crowns Ayo Benzi Winner of Next Afrobeats Star

MTN Nigeria, in collaboration with ONErpm and Ultima Studios, has announced Ayodeji Benson, popularly known as Ayo Benzi, as the winner of the maiden edition of the Next Afrobeats Star reality show.

L-R: Onyinye Ikenna-Emeka, Chief Marketing Officer, MTN Nigeria; Ayodeji Benson, Winner, Next Afrobeats Star Reality Show (Season 1) and Emamoke Ogoro, General Manager, Brand and Communication, MTN Nigeria, at the grand finale of the Next Afrobeats Star Reality Show (Season 1), held at the Ultima Studios, Lekki, Lagos on Saturday, December 13, 2025.
The grand finale, held on Sunday night at Ultima Studios in Lekki, Lagos, marked the climax of a nationwide talent search that began in September with over 15,000 aspiring musicians.
After weeks of auditions, mentorship, and rigorous training, five finalists – Ayo Benzi, Dave Cash, Kaeko, Somto O’Laker, and Lucky Yay – battled for the top prize in a high-energy showcase of performance and artistry.
At the end of the electrifying contest, Ayo Benzi emerged victorious, securing a ₦150 million music deal. Dave Cash was named first runner-up with ₦100 million, while Kaeko, Somto O’Laker, and Lucky Yay received ₦75 million, ₦50 million, and ₦25 million respectively.
Throughout the season, contestants were mentored by leading Afrobeats producers Sarz, Puffy Tee, P Prime, and Andre Vibez. Benzi, who was part of Puffy Tee’s team, credited the mentorship programme for sharpening his craft and stage presence.
Speaking at the event, Onyinye Ikenna-Emeka, Chief Marketing Officer of MTN Nigeria, said the initiative reflects the company’s commitment to youth empowerment and cultural expression.
“The Next Afrobeats Star platform is about creating real opportunities for young Nigerians and giving their talent the structure, visibility, and support it deserves.
“Afrobeats continues to place Nigeria on the global cultural map, and MTN is proud to be enabling the next generation of artists who will take this sound even further,” she said.
She added that the finale was not just a competition but a celebration of growth and readiness for the global stage.
In his acceptance speech, Ayo Benzi described the victory as a defining moment in his career.
“A big thank you to MTN. From the audition days, the treatment MTN has given us has been amazing. God bless the brand,” he said.
The finale also featured guest performances by Afrobeats stars Iyanya and Bella Shmurda, adding glamour to the night and reinforcing the show’s connection to the wider music ecosystem.
With the successful conclusion of the season, MTN Nigeria and its partners reaffirmed their role in championing youth ambition, supporting creative industries, and shaping the future of Nigerian music through platforms that turn potential into opportunity.
Telecom
T2 Faces NCC Probe in Benue Over Major Service Outage in 9 LGAs

T2, formerly known as 9mobile, is under investigation by the Nigerian Communications Commission (NCC) in Benue State for an undisclosed incident disrupting USSD, SMS, voice, and data services across nine local government areas.

T2
The affected areas include Ado, Agatu, Gwer East, Gwer West, Konshisha, Obi, Ohimini, Okpokwu, and Otukpo, as detailed in an advisory on the NCC Major Outages Portal, which tracks significant disruptions reported by Mobile Network Operators (MNOs) and Internet Service Providers (ISPs).
Neither T2 nor its public relations firm, Chain Reactions, has responded to inquiries on the outage’s cause or restoration efforts as of this report.
The NCC’s continued reference to the operator as 9mobile, months after its public rebranding to T2 in August 2025, has sparked questions about whether the name change was formally notified to the regulator.
This probe aligns with NCC mandates requiring operators to disclose major outages, their impacts, and timelines for fixes, with compensation obligatory for disruptions exceeding 24 hours under the Consumer Code of Practice Regulations.
Industry watchers note that such incidents, often linked to fibre cuts, power failures, or infrastructure faults, underscore ongoing challenges in Nigeria’s telecoms sector, particularly amid T2’s subscriber losses post-rebrand. NCC vows transparency via its portal to hold operators accountable and protect consumers.
Telecom
NCC Unveils Draft 5-Year Spectrum Roadmap, 60 GHz License-Exempt Guidelines to Boost Broadband, Innovation

Nigerian Communications Commission (NCC) has unveiled two pivotal regulatory draft documents aimed at reshaping Nigeria’s communications sector over the next five years and fast-tracking deployment of ultra-high-speed wireless technologies.

NCC
In a public notice dated December 19, 2025, and issued pursuant to its mandate under the Nigerian Communications Act (NCA) 2003, the Commission published the Draft 5-Year Spectrum Roadmap for the Communications Sector (2025–2030) and Draft Guidelines for the Use of the 60 GHz License-Exempt Band for Multi-Gigabit Wireless Systems.
Both documents are accessible on the NCC website for stakeholder review, with the roadmap outlining strategic spectrum planning, allocation, and management to optimise utilisation, support emerging technologies like 5G and IoT, expand broadband access, and align with global best practices.
The Spectrum Roadmap emphasises four core pillars: bridging the digital divide through low-band spectrum and satellite services, attracting investments via flexible licensing models, enhancing service quality with mid-band optimisation, and fostering innovation in areas such as direct-to-device connectivity and secondary spectrum trading.
It sets ambitious targets including universal 4G coverage nationwide, 50 per cent 5G penetration in state capitals, and average broadband speeds of 100 Mbps by 2030, while addressing rising data demand through band refarming and efficient management.
Complementing this, the 60 GHz Guidelines establish a license-exempt framework for the 57–66 GHz band, enabling multi-gigabit speeds up to 10 Gbps for short-range applications like WiGig, fixed wireless access, enterprise connectivity, urban broadband, and backhaul solutions.
The rules mandate NCC type approval for equipment, site registration for outdoor use, and interference mitigation measures, while prohibiting wide-area networks to safeguard primary users.
In line with Section 58 of the NCA 2003, NCC invites comments from industry operators, equipment manufacturers, consumer groups, and the public, with submissions due by Friday, January 16, 2025, via email to [email protected], [email protected], and [email protected].
The notice, signed by Mrs Nnenna Ukoha, Head of Public Affairs, stresses that stakeholder inputs will refine the frameworks to drive innovation, investment, competition, and sustainable growth in Nigeria’s telecoms ecosystem.
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