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The Pains of Operators’ Contact Centres

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Last week was observed by corporate organizations as customers’ week. The week is used to celebrate customers of any organization.

In the country, apart from some banks that placed advert in the national dailies to acknowledge and express the importance of customers to the success of their business, no other sector did anything to either improve their customer experience or appreciated them.

One expected that telecommunications operators would have used the week to improve or excite their customers, not through promos but through effective customer experience at both call centres and customer care outlets.

The story of pains at call centres of all the operators’ call centres have not changed.

Few weeks back Sola Salako a columnist with Punch newspaper published an article she titled ‘MTN, where is my N3, 000 credit’. That report and MTN response to it exposed the pain that subscribers undergo in the hands of inexperienced call centres attendants.

More so, customer feedback channels provided by operators are not effective, when emails are sent on complaints, it is hardly responded to and call centres lines are so complex that one hardly gets any issue resolved as they are not meant to talk to humans.

The consumers of telecom products and services have many desires expected 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.

Just like consumers of any other services, the consumer of telecom services wants to be well treated.

The important aspect of all this rests on the preparedness of contact call centre attendants saddle with the responsibility of taking care of their customers.

The telecom industry no longer talks only about customer service instead; it is addressing the broader topic of the customer experience, which includes not just the conversation between customer service representatives and customers when something goes wrong, but the full range of customer contact from when a service is ordered to when it is delivered.

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.

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 interface 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 of greater percentage of operators lack the required technical knowledge of some product at offer to talk of solving some 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 I 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 scolded the attendant at the shop.

 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 you will be linked to 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 or 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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Haleon Introduces New Corporate Identity in Nigeria

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Haleon, a global consumer health company with a purpose to deliver better everyday health, is introducing its corporate identity across Nigeria in a phased transition. Trusted brands such as Panadol, Sensodyne, Macleans, Otrivin, Voltaren, Cac 1000 and Andrews Liver Salts remain unchanged in formulation, quality, and effectiveness.

Following the formal demerger from GSK, Haleon was launched on July 18, 2022, as an independent company 100% focused on consumer health. Haleon is the new home for brands like Sensodyne, Panadol, Centrum and others, trusted by millions worldwide for their proven effectiveness in improving everyday health.

From relieving tooth sensitivity or pain to providing essential vitamins and nutrients, our products are designed to fulfil Haleon’s purpose: to deliver better everyday health with humanity.

This revised corporate identity is a branding change only and does not affect the safety, quality, or efficacy of the products. Haleon is sharing this update as part of its commitment to transparency and consumer confidence, helping consumers continue to choose the brands they know and trust.

Haleon’s collaboration with Fidson Healthcare forms part of this approach, reinforcing the value of local production in supporting trusted everyday health brands in Nigeria.

Panadol Extra 100s and Panadol Pain & Fever 100s are currently being produced and supplied to the market under the Haleon identity. Sensodyne Rapid Action will bear the Haleon corporate identity from mid-June, followed by Andrews Liver Salts later this year.

In due course, additional brands—including Otrivin, Voltaren, Cac 1000, Macleans, and the wider Sensodyne portfolio—will also transition to the Haleon identity.

Haleon remains committed to ensuring consumers can continue to access the same high-quality brands at pharmacies, supermarkets and other retail outlets across Nigeria.

“As Haleon introduces its identity in Nigeria, we want consumers to feel informed and reassured. The trusted products they rely on remain the same in quality, formulation and effectiveness.

“At the same time, our local production approach in partnership with Fidson Healthcare supports reliable access to high-quality everyday health products in Nigeria,” said Himanshu Raj, Haleon General Manager for Sub-Saharan Africa.

 


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Elon Musk Makes History as the World’s First Trillionaire

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Tech entrepreneur and SpaceX founder, Elon Musk, has become the world’s first trillionaire after the successful public listing of SpaceX pushed his net worth beyond the $1 trillion mark.

Elon Musk Makes History as the World’s First Trillionaire

Elon Musk

According to multiple financial reports, Musk’s fortune surged to approximately $1.1 trillion following SpaceX’s historic stock market debut on June 12, making him the first individual in history to achieve the milestone.

The sharp increase in wealth was driven primarily by SpaceX’s initial public offering (IPO), which valued the company at more than $1.7 trillion at listing before rising above $2 trillion during its first day of trading. Musk’s holdings in SpaceX, combined with his stakes in Tesla and other ventures, significantly boosted his net worth.

Musk, 54, is also the founder or co-founder of companies including Tesla, SpaceX, Neuralink and The Boring Company. He acquired social media platform X, formerly Twitter, in a $44 billion deal and has remained one of the most influential figures in technology and business.

Financial analysts noted that Musk’s wealth now far exceeds that of any other billionaire.

Matt Durot, deputy editor at Forbes Wealth, said the gap between Musk and the world’s second-richest individual had widened significantly, with no other person currently close to the trillion-dollar threshold.

Despite the historic achievement, Musk’s vast wealth has reignited debates over global inequality and the responsibilities of ultra-wealthy individuals in addressing humanitarian challenges.

Advocacy groups have frequently pointed to issues such as hunger, disease eradication and access to education as areas where large-scale private philanthropy could make a significant impact.

In 2021, Musk publicly challenged the United Nations to provide a detailed plan showing how billions of dollars could help combat world hunger. Although a proposal was later presented, no donation followed.

Analysts note that much of Musk’s wealth remains tied to company shares rather than liquid cash, meaning his net worth can fluctuate significantly with market movements.

Nevertheless, the SpaceX IPO marks a historic moment in global finance, placing Musk in a wealth category previously considered unimaginable.

Commenting on Musk’s business achievements, Jamie Dimon, chief executive officer of JPMorgan Chase, described him as “the Edison of our time.”

Musk’s rise from co-founding internet startup Zip2 in the 1990s to becoming the world’s first trillionaire is regarded by many analysts as one of the most remarkable wealth creation stories in modern history.


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Kaspersky Warns of “Grey” Scam Websites Exploiting User Trust

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Recent research by Kaspersky has shown that the so-called “grey” websites repeatedly target all world regions, and this may be driving both financial loss and large-scale data harvesting.

Grey websites are deceptive online platforms that fall outside traditional phishing definitions but still manipulate users into voluntarily handing over money and personal data. Kaspersky’s new report provides detailed insights into the threats posed by the grey websites on global and regional levels.

Unlike classic phishing attacks, which aim to steal credentials outright, grey websites rely on persuasion, misleading interfaces, and hidden terms to exploit users. They often impersonate legitimate services such as e-commerce platforms, financial tools, AI services, or subscription-based content, making them significantly harder to detect.

Kaspersky analysis shows that the majority of suspicious resources globally fall into several recurring categories:

  • Fake browser extensions and “security tools” that actually harvest browsing data and track user activity.
  • Fraudulent financial platforms including crypto exchanges, trading tools, and investment schemes promising unrealistic returns.
  • Intermediary services (e.g., legal or real estate), charging for low-value or nonexistent services while harvesting sensitive personal data.
  • Subscription traps offering low-cost trials that convert into costly recurring payments hidden in fine print.
  • Fake online shops that either deliver counterfeit goods or nothing at all.

Example of a grey website.

A notable trend is the emergence of tools disguised as AI services or image-processing platforms, reflecting attackers’ ability to adapt to current digital trends and target younger audiences.

There are proven security solutions that help users to detect grey websites across different types of devices – those running on Windows, Linux, Android and iOS. The detection model is based on many factors, including domain name and age, IP reputation, stability of the infrastructure used, DNS configurations, HTTP security headers, digital identity and popularity of the web resource and other criteria.

Regional specifics

Regional variations in grey websites demonstrate how threat actors localise scams based on user behaviour and trending technologies.

In Europe, the threat landscape is dominated by links to suspicious browser extensions and fake “privacy-enhancing” tools.

These resources often present themselves as security solutions, promising safer browsing or anonymous search capabilities. In reality, they function as browser hijackers – intercepting traffic, collecting cookies, tracking user behaviour, and injecting advertisements.

The popularity of these threats reflects a high level of user concern around privacy and security, which attackers actively exploit. Additionally, these regions show a steady presence of phishing intermediaries and crypto-related scams, indicating a blend of technical and financially motivated attacks.

Across African markets, financial scams are the most prominent category of suspicious resources. Fraudulent trading platforms, fake brokers, and investment schemes frequently mimic legitimate financial services, often accompanied by fabricated licenses or endorsements.

These platforms typically prevent users from withdrawing funds, instead introducing additional “fees” or taxes to prolong the scam. The concentration of these threats highlights how attackers leverage growing interest in online investing while exploiting gaps in regulatory enforcement and financial literacy.

In the Middle East and North Africa region, suspicious resources frequently mimic communication (Internet telephony) tools, financial platforms, or betting services. Additionally, Ponzi-style investment schemes and crypto scams are widespread, often presented through polished interfaces that mimic legitimate platforms.

Web browser-based threats also play a significant role, with malicious extensions targeting user data and browsing activity. The regional threat profile reflects a convergence of financial fraud and technical compromise, where users risk both data exposure and monetary loss.

“Suspicious websites don’t look harmful at first glance. But they exploit trust, urgency, and familiarity, and a single click on what looks like a harmless AI image tool, a “secure” browser extension, or a heavily discounted online shop could be all it takes to lose money or expose sensitive data.

Instead of direct credential theft, attackers turn to behavioural manipulation – whether that’s subscribing, investing, or installing software,” comments Anna Larkina, Web Content and Privacy Analysis Expert at Kaspersky.

 


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