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Customer Service Week: 9PSB Unveils Its Customer Service Centre

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 L-R: Head, Information Technology, 9PSB, Gboyega Suleman; Executive Director, Finance and Banking Operations, 9PSB, Nasiru Isyaku; Chief Executive Officer and Managing Director, 9 Payment Service Bank, Branka Mracajac; Omoloye and Head, Marketing and Communications and Customer Experience, 9PSB, Olushola Ogunyemi and Head, Human Resources Department, 9PSB, Alex Ohai, during the unveiling of 9 Payment Service Experience Centre at the Bank’s Head office in Victoria Island, Lagos.
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9 Payment Service Bank (9PSB), Nigeria’s foremost digital payment service bank focused on financial inclusion has unveiled its Customer Service Centre as part of activities lined up to celebrate this year’s Customer Service Week.

L-R: Head, Information Technology, 9PSB, Gboyega Suleman; Executive Director, Finance and Banking Operations, 9PSB, Nasiru Isyaku; Chief Executive Officer and Managing Director, 9 Payment Service Bank, Branka Mracajac; Omoloye and Head, Marketing and Communications and Customer Experience, 9PSB, Olushola Ogunyemi and Head, Human Resources Department, 9PSB, Alex Ohai, during the unveiling of 9 Payment Service Experience Centre at the Bank’s Head office in Victoria Island, Lagos.

The event, which took place at the bank’s Head Office in Victoria Island, Lagos, had customers, partners, and staff members in attendance.

Speaking at the event, Chief Executive Officer of 9 Payment Service Bank (9PSB), Branka Mracajac commended the entire team for the milestone achievement recorded in making the customer service centre a reality.

She said, “Two years ago in our very first board meeting, I was asked what I will bring to the table that will make a difference when it comes to providing financial services to the Nigerian market.

“My answer to the question was that there is no silver bullet to it, but what will make the difference will be to have excellent customer service.”

“So, you can understand that I take very personal pride and joy in launching our very own Customer Service Centre. It was long coming.

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“We have put in a lot of effort and work to find the right team to do proper training and launch a centre that is built on our three critical pillars – Omni-channels experience, proactive support, and reduced customer effort”, she said.

“Our team is trained in a holistic way to listen to our customers, hear their issues, react proactively, predict the needs of the customers and deliver a perfect customer service experience,” Mracajac added.

Also speaking at the event, the Customer Experience Management Lead, 9PSB, Olusegun Omoloye, said “9PSB is fulfilling its mandate to both its customers and partners by ensuring that the services promised are delivered efficiently.

“The Centre will be managed by highly qualified professionals who will help to deliver seamless and top-notch services in line with the bank’s business objective.”

“This is part of 9PSB’s effort to drive financial inclusion by not only ensuring access to the financial ecosystem but also providing support through unique customer experiences that cater for customers in a manner they understand and through channels they can relate with”, he added.

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The 9PSB Customer Experience Centre is fully equipped with modern facilities carefully sourced to support the smooth running and operation of its customer service to deliver real-time management of all interactions with its customers in all channels, as the bank continues its mission to Bank9ja.

 

 

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Ugo Onwuaso is an ICT enthusiast. He believes technology should be used for general good. He holds a Master of Public Administration (MPA) degree from the Lagos state University. Dear Reader, Your support matters. But we believe that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. That is why, we have devoted our energy to independent reportage of technology and finance and how they affect lives. Our incisive and analytical view of how technology news affects the daily life help individuals and organizations make up their minds. Quality journalism costs money. Today, we're asking that you support us to do more. Kindly support our effort to deliver technology and finance journalism to everyone in the world. Donate as little as N1,000. Bank transfers can be made to: UBA Plc 1017156876 Communication Week Media Ltd

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NCC to Keynote Telecom Sector Sustainability Forum 7.0

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Nigerian Communications Commission (NCC) has thrown its weight behind the upcoming Telecom Sector Sustainability Forum (TSSF 7.0), confirming its role as the headline keynote speaker for the Lagos event.

NCC to Keynote Telecom Sector Sustainability Forum 7.0

Over the years, the Telecoms Sector Sustainability Forum (TSSF) has evolved into a landmark industry convergence platform and an actionable catalyst for policy alignment, driving critical dialogue around the regulatory, economic, and infrastructural frameworks required to sustain Nigeria’s digital economy.

Taking place on 16th September, 2026, at the Radisson Blu Hotel, Ikeja, Lagos State, the seventh edition of the Telecoms Sector Sustainability Forum (TSSF 7.0), organised under the aegis of Business Remarks, will bring together key stakeholders driving the next phase of Nigeria’s telecommunications and digital growth.

Themed “Rethinking Nigeria’s Digital Infrastructure Strategy to Attract Investment and Drive Innovation”, TSSF 7.0 will address some of the sector’s most pressing priorities, such as policies, digital infrastructure expansion, digital inclusion, good connectivity, partnerships and investments needed to accelerate Nigeria’s next wave of innovations, digital transformation and economic growth.

Organised by Business Remarks, the forum has consistently brought together policymakers, mobile network operators (MNOs), infrastructure providers, data centre operators, policy advocates and financial technology stakeholders to dissect the pressing challenges facing the telecommunications ecosystem and chart a sustainable path forward.

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Past editions have successfully addressed pivotal industry shifts, ranging from broadband penetration strategies, human capital flight, mobile virtual network operators (MVNOs) sustainability and infrastructure deficit funding to the operational integration of emerging technologies. By providing a neutral, high-level platform where regulators like the Nigerian Communications Commission (NCC) can interface directly with private sector players, the forum plays a vital role in ensuring that regulatory frameworks evolve in tandem with market realities.

Speaking about the event, the Convener, Bukola Olanrewaju, said the Nigerian telecoms sector investment has grown to $75.6 billion as of 2025, with a planned investment of over $1.38 billion in network capacity upgrades in 2026 targeted to enhance infrastructure resilience, boost coverage and improve quality of service for subscribers nationwide.

“As the industry faces a new frontier defined by deepening 5G and 4G penetration, expanding fibre optic networks, and complex macroeconomic pressures, the need to meet the growing demands for digital services while remaining profitable has become the defining challenge of the modern telecommunications landscape.”

At a time when investment in connectivity, subsea cables, fibre networks, data centres, cloud infrastructure and cybersecurity is reshaping the country’s digital landscape, TSSF remains a vanguard of thought leadership and industry engagement, fostering the public-private collaborations necessary to safeguard the backbone of Nigeria’s digital transformation.

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MTN Accelerates Network Expansion to  Meet Surging Telecom Demand

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MTN Nigeria is accelerating investments in network expansion and modernization to address rising demand for mobile and data services across the country.

MTN Accelerates Network Expansion to  Meet Surging Telecom Demand

The operator is deploying additional base stations, upgrading existing infrastructure, and expanding fiber connectivity to improve network capacity, coverage, and service quality.

The investments are designed to support increasing smartphone adoption, higher data consumption, and the growing use of digital services by consumers and businesses.

MTN said the expansion aligns with its long-term strategy to enhance customer experience while strengthening Nigeria’s digital infrastructure.

The company expects the ongoing upgrades to improve connectivity, support economic growth, and enable broader access to reliable telecommunications services as demand for high-speed broadband continues to increase.

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Airtel Africa to Connect 5,000 Schools to Free Internet by 2027

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Airtel Africa’s CEO, Sunil Taldar, has announced the telco’s commitment to connecting 5,000 schools across its operating countries in Africa to the internet by 2027 through its philanthropic arm, Airtel Africa Foundation, in partnership with the United Nations Children’s Fund (UNICEF).

So far, the $57m partnership, which was launched in 2021, has cumulatively connected 3,296 schools and provided access to over 2 million learners and about 40,000 teachers. 64 digital learning platforms have been zero-rated thereby enabling more than 11m users to access educational content at no cost.

Speaking during a visit to St. Monica’s Girls School in Lusaka, which is one of the 300 schools already connected to the internet in Zambia, the Airtel Africa CEO stated that the initiative is having a profound impact on the quality of education by expanding access to digital learning resources for African children, in collaboration with governments.

Mr Taldar added: “Students are accessing best-in-class education from the curriculum developed by UNICEF in partnership with various Ministries of Education and provided through Airtel’s connectivity.

“We are also training teachers, so that they deliver digital education effectively. We aim to continue deepening meaningful connectivity in schools by providing free internet access, zero‑rated platforms and training teachers across the continent”.

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Expressing her appreciation, the Headmistress of St. Monica’s Girls’ School, Sr Matilda Soloko said: “Being among the first schools connected in the initial stage, our learners have been able to study using the learning portal and their studies have been intensified. We remain grateful to Airtel and UNICEF.”

UNICEF’s Country Representative for Zambia, Dr Saja Farooq Abdullah said: “What this partnership has brought is really bridging the equality gap and the digital divide. It is making sure that every child learns wherever they are. It was exciting and interesting to see and hear from the girls how they can learn at their own pace, how they can review the materials, and how they do their homework with comfort.

The Director of Secondary Education in Zambia’s Ministry of Education, Yvonne Mwemba Chuulu lauded UNICEF and Airtel for the partnership saying: “At the Ministry of Education, we cannot do it alone, and we are grateful for the partnership that we have today.

“Our children are able to learn in a blended fashion, where we have a teacher who is also employing digital devices. We have also heard from the learners that they are able to access the portal when they are at home, which is a good thing because our learners continue to learn in the comfort of their homes”.

The School Connection programme is expanding digital learning to learners in 13 countries: Chad, Congo, Democratic Republic of Congo, Gabon, Kenya, Madagascar, Malawi, Niger, Nigeria, Rwanda, Tanzania, Uganda, and Zambia. By equipping these schools with internet connectivity and training teachers on using the digital tools, it is providing children, particularly in underserved and remote regions, with the digital tools and skills they need to thrive.

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Airtel Africa Foundation is advancing inclusive development across four strategic pillars, Financial Inclusion, Education, Environmental Sustainability and Digital Inclusion.

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