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Improving Efficiency of Telecom Contact Centres

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The nature of service delivery by telecommunications operators whether voice or data is a system that allows service providers to install or set up telecommunications equipment at a particular location far from its operational base and deliver service to people within that coverage area.
What this means is that a Telephone or Internet Service Provider that is base in Lagos with its major transmission equipment installed in Lagos can give service to a location such as Abuja or Benin 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 Benin 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.
A call centre is a centralised office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for 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-mails 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 or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration (CTI).
Most major businesses use call centres to interact with their customers. Examples include utility companies, mail order catalog retailers, and customer support for computer hardware and software. Some businesses even service internal functions through call centres. Examples of this include help desks, retail financial support, and sales support.
Call centres are different from customer care centre, as the later refers to an office designated for physical resolution of issues associated with service provision.
Call centre technology is subject to improvements and innovations. Some of these technologies include speech recognition and speech synthesis software to allow computers to handle first level of customer support, text mining and natural language processing to allow better customer handling, agent training by automatic mining of best practices from past interactions, and many other technologies to improve agent productivity and customer satisfaction. Automatic lead selection or lead stearing is also intended to improve efficiencies, both for inbound and outbound campaigns, whereby inbound calls are intended to quickly land with the appropriate agent to handle the task, while minimising wait times and long lists of irrelevant options for people calling in, as well as for outbound calls, where lead selection allows management to designate what type of leads go to which agent based on factors including skill, socio-economic factors and past performance. The concept of the Universal Queue standardises the processing of communications across multiple technologies such as fax, phone, and email.
Few years ago some telecommunications service providers advertised none existence call centre numbers this was quickly addressed by Nigerian Communications Commission (NCC). But today, the issue is no longer none existence of call centre, but inadequate facility at call centres to be able to take inquires and respond to such inquires. The inability of telecommunications service providers to address issues associated with their service through contact centres led to NCC providing its own contact centres that will interface with subscribers and operators.
Mrs. Lola Emakporie, director, Consumer Affairs, Nigerian Communications Commission (NCC) said that the establishment of contact centre by the commission has became necessary in view of several complaint by telecom consumers of lustre attitude of service providers in addressing subscribers complaint about their service.
She added that calls to NCC contact centre is going to be toll-free and on 0800CALLNCC, with multi-lingual dedicated agents in English, Pidgin, Hausa, Igbo and Yoruba languages.
The contact centre is to be operated on behalf of the commission by Interra Networks that will handle phone calls and emails from the 43 million (and growing) subscriber base on range of issues, but will be primarily focused on resolving any disputes between the consumer and their service providers. The NCC will use Interras’ Business Process Outsourcing (BPO) services to get "closer" to the Nigerian consumer.
Through their outsourcing service provider, Apherion Outsourcing, Interra provides a host of BPO services which include – Contact Centre Services, Document Management Services, Human Resource management & Payroll Processing and Data Entry & Processing.
Service providers call centres have experienced changes since 2002, then Global System for Mobile communications (GSM) operators were running the centre by themselves and provided enough staff to take calls though then subscribers were not as it is today. Then, callers to these centres were meant to talk to human beings and did not wait for a long time before they are answered. As subscribers of the operators increases the number of calls coming to their contact centres increased, and they found out that operating the call centres requires huge investment in human resource and in an attempt to operate a cost effective call centre, as well as to reduce what they classified as oaks call- calls that instead of presenting their problems seek for an interaction with lady recipient on the call centre, that some operators introduced Interactive Voice Response system at their call centres.
Interactive voice response (IVR), is a technology that allows a computer to detect voice and keypad inputs. IVR technology is used extensively in telecommunications, but is also being introduced into Automobile systems 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.
It has become more common in industries that have recently entered the telecom industry to refer to an Automated Attendant as an IVR. This means that when discussing an IVR application, it is important to ensure that the person you are talking to understands the term to mean the same thing as you do. Generally-speaking, those with a traditional telecom background are more likely to refer to an Automated Attendant and IVR as separate things, whereas those from an Emerging Telephony or VoIP background are more likely to use the term IVR to define any kind of telephony menu, even the most basic Automated Attendant.
Call centers use IVR systems to identify and segment callers. The ability to identify customers allows the ability to tailor services according to the customer profile. It also allows the option of choosing automated services. Information can be fed to the caller allowing choices such as: wait in the queue, choose an automated service, or request a callback. (At a suitable time and telephone number) The use of Computer Telephone Integration (CTI) will allow the IVR system to look up the CLI (Calling Line ID) on a network database and identify the caller. This is currently accurate for about 80% of inbound calls. In the cases where CLI is withheld or unavailable, the caller can be asked to identify themselves by other methods such as a PIN or password. The use of DNIS will ensure that the correct application and language is executed by the IVR system.
IVR is often criticized as being unhelpful and difficult to use due to poor design and lack of appreciation of the caller’s needs. Some callers object to providing voice response to an automated system and prefer speaking with a human respondent. A properly designed IVR application should provide the caller’s needs promptly and with a minimum of complexity.
It is against this backdrop that telecom subscribers in the country are agitating to the use of IVR as they are expecting human beings to attend to them and not machines. In view of all these challenges, the question is how can telecommunications service providers improve on the efficiency of their call centre in order to meet NCC standard on it?
To this end, what readily comes to mind is outsourcing of the service to different company other than the operator. This initiative is presently being done by MTN while Zain is planning to embrace it as well. Some MTN and Zain subscribers are consistently complaining about IVR in almost all Telecom Consumer parliament organized by NCC, saying that they are being frustrated by machine answering them without eventually resolving the issues.
Industry watches that spoke to Nigeria CommuniccationsWeek are of the view that outsourcing is not a bad initiative as well as IVR by the companies that operate these call centre but that they should try and reduce the use of machine by giving caller the option of either talking to human or machine for those that are not well educated as to follow IVR considering the level of literacy in our society.

 


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SIM Boxing, And the Unboxing of Crime Syndicate

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By Suleiman Bala Bakori

Boxes have a multitude of uses, and the word “box”, lends itself to diverse contexts.

SIM Boxing, And the Unboxing of Crime Syndicate

For “Ajala Travelers,” the box is a necessity for keeping goods for their endless journeys. In literature, idiomatically, it can be said that “one has been boxed into a corner;” another might say to deal with a conundrum: “think outside the box;” then there is the “Pandora’s box” that no one wants opened.

To “box one’s ear’s” refers to a hit on the head, especially around one’s ears. For those who celebrate Christmas, “Boxing Day,” which is the 26th of December, the second day of Christmastide is not to be joked with: A day to unbox gifts. So much for the box.

Another type of boxes exists in the telecommunications world: The SIM Box. Have you ever received an international call but saw a local phone number ring in?

That is SIM Boxing in action. Let me explain.

SIM boxing happens when a person uses a special equipment, what is called a SIM Box containing tens to hundreds of SIM Cards—from 32, to 96, to 512 and more SIMs —to terminate international calls by bringing in the international call into the SIM Box using internet connections and regenerating the calls to the called party from one of the hundred SIMs in the box.

This way, the called party will see the local number of the SIM from the SIM Box, and not the original international number calling.

With SIM Boxes, the syndicate charges international call carriers lower rates than what regular Nigerian telecommunications operators would charge, as they do not have to pay the full cost of maintaining and operating a phone network.

Basically, they are bypassing the normal route for international phone call termination to terminate international calls cheaply and making windfall profits off it.

Take for instance, a telecommunications operator in Nigeria would ordinarily charge international carriers 10cents per minute for terminating an international call in Nigeria. However, by routing the call through a SIM Boxing syndicate, the international telecommunications carrier only pays a fraction of the charge to the syndicate, say 5cents per minute and does not have to pay the full 10cents per minute charge.

The SIM Boxer will terminate this call to the called subscriber at a rate of, say N15 per minute using one of the SIM cards in their SIM Box.

The SIM Boxer thus makes a killing from the differential between the rate charged to the international carrier and the rate paid to telecommunications operators whose SIM they utilise in their SIM Boxes, at the expense of our national security and income of mobile network operators and quality of our service to consumers.

Asides the revenue loss that local mobile network operators suffer courtesy the activities of these syndicates, networks face congestion around areas where the illegal call routings via SIM Boxing occurs.

With the huge traffic from the boxes, callers around the area see more dropped calls, poor call quality, and slower data speeds.

The introduction of the linking of National Identity Numbers (NIN) to SIMs is one way the Federal Government has worked to tackle this criminal enterprise.

With every SIM in the country being linked to an NIN, an identity is tied to the owner of each line, and regulators now have visibility of ownership.

That is not all. There is also the “Max-4 Rule” where a subscriber is not allowed to have more than four lines per network operator linked to his NIN.

With this rule in place, coupled with the NIN-SIM Linkage, every telephone subscriber in Nigeria would not just be accurately identifiable but limited to having only four telephone lines per subscriber.

To enforce this rule, the Nigerian Communications Commission (NCC) on the 29th of March 2024 announced the deadline for Mobile Network Operators to bar all subscribers who had five lines and above, and whose NIN failed the verification test of biometrics matching.

Over the last few weeks, sources within the NCC have confirmed cases where a single NIN was linked to over 100,000 lines.

Some NINs had well over 10,000 SIMS linked to them, others over a thousand, others had hundreds.

Many have questioned the reports and asked, what would any single reasonable person be doing with these number of lines? Justifiable questions, because no sane person—who is not running a business—should own more than five SIM cards.

Given the ‘Max 4 Rule’ in place and the NIN-SIM Linkage Policy, SIM Boxers have been boxed into a corner.

The applications they use require tens to thousands of SIM Cards, and the imperative to stay anonymous.

If these policies are well and fully implemented, this is the death knell for SIM Boxing merchants.

But the regulator, NCC needs to be fast and ready for the battle ahead. SIM Boxing is a billion-dollar criminal enterprise.

They are not going to go down without a fight. It is like taking a bone being chewed from the mouth of a bulldog.

Already, the battle seems to have kicked off.

A lawyer, Barrister Olukoya Ogunbeje has recently taken the Federal Government, NCC and Mobile Network Operators to court, claiming that the barring of SIMs not linked to NINs goes against his fundamental human rights, and has cost him the loss of business opportunities.

Anyone who has Nigeria’s interest at heart ordinarily supports this policy. It then does not add up seeing a so-called activist lawyer take up such a matter that is clearly against the public interest—unless this is the Haka cry of SIM Boxers.

A most interesting observation with his case is that it is not even a class action, but individually driven. It begs the question then, who is funding Barr. Olukoya Ogungbeje?

What is his interest in fighting this policy that puts paid to the business of a criminal enterprise? Is he funded by interests in the SIM Boxing world?

Time would tell. But in the meantime, NCC must go head on without fear or intimation and clean the Augean stable of SIM ownership in Nigeria.

Suleiman Bala Bakori is a researcher, and writes from the FCT.

 

 


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SHELT SI Achieves Cisco Select Partner Certification

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SHELT System Integration (SHELT SI) has announced its achievement of Cisco Select Partner certification in Nigeria, marking a significant milestone in its commitment to delivering top-tier networking and security solutions to businesses across the region.

This certification underscores SHELT SI’s dedication to excellence in providing innovative networking and security solutions tailored to meet the evolving needs of the market.

The Cisco Select Partner certification is a validation of SHELT SI’s technical expertise and commitment to customer satisfaction, as well as its ability to deliver cutting-edge networking and security solutions that drive business success. With this recognition, SHELT SI is affirming its ability to further enhance its offerings and support its clients in navigating the complexities of the digital landscape.

Cisco Nigeria General Manager Sebastine Nzeadibe comments: “We are delighted to welcome SHELT SI to the ranks of Cisco Select Partners in Nigeria.

“Their demonstrated commitment to excellence and customer satisfaction aligns perfectly with our values, and we look forward to collaborating closely together to empower businesses with transformative networking and security solutions.”

Youssef Abillama, CEO of SHELT, comments: “Achieving this certification strengthens our relationship with CISCO and is a testament to our team’s dedication and expertise in delivering best-in-class solutions.

“This milestone reinforces our commitment to empowering businesses in Nigeria with innovative technology solutions that will enable them to thrive in the digital age through cutting-edge technology solutions.”

SHELT’s Country General Manager, Walid Bou Abssi, added, “The Cisco Select certification empowers us to provide an increased level of support and further enhances our ability to address the requirements of our clients’ evolving needs in Nigeria.

“It is an acknowledgement of the ability of our pre-sales, sales, and client support teams to design, quote, deploy, and support Cisco solutions.”

 

 

 


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Nigeria May Re-introduce Telecom Tax to Obtain new $750m World Bank Loan

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Nigeria may reinstate a previously suspended telecom tax and other fiscal measures as it seeks to secure a new $750 million loan from the World Bank, as per Nairametrics report.

Nigeria May Re-introduce Telecom Tax to Obtain new $750m World Bank Loan

This is according to the Stakeholder Engagement Plan for Nigeria – Accelerating Resource Mobilisation Reforms (ARMOR) P-For-R (P177308) program dated March 2024, between Nigeria and the World Bank.

A copy of the plan’s document was obtained and seen by Nairametrics suggest the government reintroduces the excises on telecom services, EMT levy on electronic money transfers through the Nigerian Banking System among other taxes.

President Bola Tinubu in July 2023 ordered the suspension of the 5% excise duty on telecommunications and the Import Tax Adjustment levy on certain vehicles.

However, it appears that this suspension may be lifted to meet the program targets for a new, yet-to-be-approved World Bank loan.

Nairametrics has confirmed that negotiations are ongoing between the Federal Government and the World Bank.

The program’s development objective is to strengthen the government’s financial position by enhancing its capacity to manage and mobilize domestic resources effectively, which includes improving tax and customs compliance and protecting oil revenues.

Affected stakeholders and sectors

The planned tax reforms under the ARMOR program are expected to have significant implications across various economic sectors.

According to the plan, affected stakeholders will include manufacturers of goods such as alcoholic beverages, tobacco products, and sugar-sweetened beverages (SSBs), telecom and banking service providers, as well as the general tax-paying public.

Importers and international traders will also feel the impact of these new fiscal policies.

Key industry groups such as the Association of Licensed Telecom Operators of Nigeria (ALTON) are engaged regarding the excise duties on telecom services.

The banking sector, represented by the Committee of Bankers, are engaged regarding the introduction of an Electronic Money Transfer (EMT) levy on transactions processed through Nigerian banks.

Additionally, the Manufacturers Association of Nigeria (MAN) will play a crucial role, particularly for those involved in producing targeted products such as tobacco and alcoholic beverages.

The plan document read:

“Domestic Revenue Mobilisation drive in the government ARMOR program seeks to increase revenue on some targeted industries and sectors of the economy. Specific groups and agencies within affected sectors include

“1. Association of Licensed Telecom Operators of Nigeria: The introduction of excises on telecom services requires that all telcos are mobilised to fully participate in the collection of such revenue.

“2. Committee of Bankers: Introduction of EMT levy on electronic money transfers through the Nigerian Banking System would need the buy-in all banking institutions

“3. Manufacturer’s Association of Nigeria: Manufacturers of tobacco products, sugar sweetened beverages(SSBs) and alcoholic beverages who would be required to collect excises on their products are critical stakeholders for the introduction of the new excise regime. They are currently organised into various sectoral groups under the Manufacturer’s Association of Nigeria (MAN). Producers of alcoholic beverages organised under the Distillers and Blenders Association of Nigeria also need to key into the reforms

“4. Importers: Strategic partners involved in importation of different items into the country will be mobilised to participate in the ARMOR program. A key stakeholder group is the Association of Nigeria Customs Agents (ANCLA).

“5. Vehicle Importers and Manufacturers: Stakeholders in the automobile trade industry must be engaged on reforms involving the introduction of green taxes on high GHG emission vehicles. Local manufacturing and assembly of vehicles is growing through a phase of growth in Nigeria. The demand for vehicles is mostly met through importation by vehicle importers under the aegis of Association of Motor Dealers of Nigeria (AMDON).”

The document also emphasized the importance of engaging vulnerable groups to ensure they are not disproportionately affected by these changes.

It also said:

“Services that will be subjected to the newly introduced excises are regulated by key public sector agencies. The introduction of the new revenue measures will require the application of existing regulatory mechanisms available within these institutions. The concerned institutions include

“1. Nigerian Communication Commission

“2. Central Bank of Nigeria.

“There are also agencies with the mandate for making policies on some of the issues covered in the ARMOR program with respect to policy framework on matters of public interest in Health and Environmental Protection. The government institutions relevant to ARMOR in this regard are.

“1. Federal Ministry of Environment

“2. National Environmental Standards Regulatory and Enforcement Agency (NESREA)

“3. Federal Ministry of Health”


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