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Making Subscribers Integral Part of Telecom Business

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The saying that the customer is king in any business also applies to telecommunications business. They number over 95 million and are spread across the vast geographical area of the country, and have become more aware of the usefulness and potentials of ICT products and services.
There are corporate, communal, institutional, individual and many other categories of users of telecom and ICT products and services. Conceptually, the consumer includes the high political office holders, the youths, the entrepreneur, the artisans, the military rank and file, the fishermen in Delta, the Fulani pastoralists on Gembu hills, and the rural women who sell crayfish at Zonkwa market among others.
The consumers of telecom products and services have many expectations 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.
Service providers of all types of technology are investing heavily in this customer experience. A recent survey, conducted by Frost & Sullivan and commissioned by Amdocs, found that two-thirds of service providers are expected to increase their spending on customer service enhancement this year.
And increased investment is what will be required, for many reasons. Chief among them is the reality that, ‘as service providers try to offer more complex services, like they are doing today, customer service requirements increase exponentially. It is easier for customers to get confused, there are more things that can break and it is harder for customers to decipher competitive offers and determine what they want.
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.
Challenges in 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 interfaces 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 lack the required technical knowledge of some product at offer less talk of solving the 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 l 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 condemned the way the attendant at the shop was responding to customer inquiring.  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 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 of 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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Airtel Hosts Interactive Knowledge Session for Secondary School Girls

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As part of its commitment to empowering and mentoring women to become global leaders while breaking stereotypes and closing gender gaps, the Airtel Women Network, a platform comprising female employees of Airtel Nigeria, welcomed girls from Airtel’s adopted school, Alaba Oro Comprehensive Senior High School, Ajegunle, to commemorate International Day of Girls in ICT on Monday.

Led by the telco’s IT Director, Kemi Ariyo, the session emphasized the need for the rise of influential female role models in driving progress within Science, Technology, Engineering, and Mathematics (STEM) careers. It also served as an avenue to inspire young girls about the vast opportunities within the Information and Communication Technology (ICT) field.

During the session, Ogo Ofomata, Director of Enterprise and Airtel Business and President of the Airtel Women Network, shared insights on the significance of the 2024 commemoration with the students.

“Leadership entails leading yourself to do the things you have to do. With regard to the theme of this year’s International Girls in ICT Day, which is Leadership, our goal is to empower young girls and women to become programmers, coders, designers and to pursue careers in the ICT sector, ultimately becoming leaders in the IT sector,” she said.

The highlight of the event was a thought-provoking session led by Kemi Ariyo, IT Director at Airtel Nigeria, emphasizing the importance of technological knowledge in addressing various global challenges.

In her words, “The world revolves around technology and everything we do today has to do with technology. You can get into that space by adopting hard work, smart work, and an active involvement in internship programs. In addition, just as technology can be used in music and other sectors, learning technology can help you achieve your goals of problem- solving in this digital age.”

Also speaking at the event, Phanindra Nichanametla, Chief Financial Officer, Airtel Nigeria, restated Airtel’s tagline ‘A Reason to Imagine’, reassuring the students of Airtel’s commitment to encouraging positive imagination. “A very important note to take home from this event is that Airtel is here to change your imagination and give you opportunities to imagine more,” he said.

Airtel remains committed to promoting initiatives that promote gender equality and diversity in the workplace. By investing in the education and empowerment of young girls in ICT, Airtel Nigeria continues to pave the way for a more inclusive and prosperous future in the world of technology.


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Mastercard Women SME Leaders Awards to celebrate success of women business leaders in EEMEA region

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Mastercard announces the return of Women SME Leaders Awards for its third edition, shining a spotlight on the remarkable achievements of women-owned and led businesses across Eastern Europe, Middle East, and Africa (EEMEA).

Black and white portraits of different people

Nominations are now open for the awards, inviting entries from women-owned and operated SMEs with a turnover of less than US$13.6 million (AED50 million) and a workforce of six to 50 employees. All women executives or business owners who have their headquarters or offices in EEMEA or offer their services to these markets can submit their nominations by 20 May 2024*.

“Women-owned and led businesses are vital contributors to the global economy, fostering economic growth and stability. By empowering women entrepreneurs and business leaders, we unlock the boundless potential they have and drive inclusive prosperity. The Mastercard Women SME Leaders Awards aim to recognize and celebrate their remarkable contributions,” said Amnah Ajmal, Executive Vice President, Market Development, EEMEA for Mastercard.

Winners will be announced on 6 June 2024, during an in-person event in Dubai, emphasizing Mastercard’s commitment to fostering connections and collaboration among women business leaders in the region.

The awards will feature 15 categories*, ranging from creative leadership to social impact and a lifetime achievement award. Shortlisted candidates will be evaluated by an esteemed judging committee of industry leaders dedicated to recognizing excellence and innovation in women-owned and led businesses.

Launched in 2022 to uplift female entrepreneurs and business leaders, these awards serve as a platform to honor and elevate women who are forging the path for future generations of business leaders in the region. Building upon the success of previous editions, this year’s event promises to extend its reach and recognition to even more exceptional women leaders.

Aligned with Mastercard’s global initiative to connect 25 million women entrepreneurs to the digital economy by 2025, these awards underscore the company’s dedication to building a more sustainable and inclusive world even though this global goal was achieved by Mastercard last year, two years before the target date.

With last year’s awards attracting over 4,500 nominations from across EEMEA, this year promises to be even more impactful, amplifying the voices and accomplishments of women leaders in business.


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Infobip, Nokia Partner to Enable Developers to Build Wider Array of Telco Network Powered Applications Faster

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Infobip, the global cloud communications platform, and Nokia today announced a partnering agreement that will enable the global developer community to leverage both companies’ Application Programmable Interface (API) platforms in order to build a wider array of telco network powered applications faster for consumer, enterprise, and industrial customers.

Matija Ražem, VP of Business Development, at Infobip

Infobip’s market-leading cloud Communications Platform as a Service (CPaaS) provides developers with APIs for integrating real-time omnichannel communications features such as SMS, voice, video, chat apps, and network APIs into their applications. Nokia’s Network as Code platform with developer portal offers developers APIs for tapping into 5G network capabilities like quality of service (QoS) on demand, device location precision and network slicing, as well as 4G capabilities.

Developers will be able to utilize all of those capabilities more easily, giving them complete coverage of Network and CPaaS APIs in the development of new use cases and the capacity to enhance application performance.

Nokia’s Network as Code platform with developer portal brings together networks from around the world, along with systems integrators and software developers, into a unified ecosystem; using technical standards produced through industry initiatives such as the GSMA Open Gateway initiative and the Linux Foundation CAMARA. Nokia and Infobip contribute to both initiatives.

Infobip’s customer engagement use cases include CAMARA-compliant Number Verify and SIM Swap APIs, which are already live. The firm is also working to bring further use cases to market including Device Location and Quality on Demand APIs, having now signed 12 API collaboration agreements. The CPaaS platform was recently named a finalist in the inaugural Global Mobile Awards GSMA Open Gateway Challenge for its anti-fraud intelligence collaboration.

The joint work between Infobip and Nokia will offer a simplified developer experience without the burden of navigating the complex underlying network technologies, allowing developers to integrate capabilities into their applications faster, relative to working separately with the two companies’ platforms.

Nokia has signed collaboration agreements with 11 network operators and ecosystem partners to use the Network as Code platform with developer portal since its launch in September 2023.

Matija Ražem, VP of Business Development, at Infobip said: “This agreement with Nokia further demonstrates how Infobip is helping telcos deliver new services and gain new revenue. We will continue to build and offer additional CAMARA-compliant APIs worldwide, working closely with our telco partners to expose customer experience friendly APIs to developers It is testament to our global market-leading CPaaS position, strong developer relations and history of strategic telco collaborations. These are essential to increase the potential for a successful collaboration and faster time to revenue.”

Shkumbin Hamiti, Head of Network Monetization Platform, Cloud and Network Services at Nokia, said: “This partnering agreement reflects our ongoing commitment to work closely with the developer community. It is about expanding choice and scale and giving developers a one-stop shop for extracting value from Infobip’s and Nokia’s platforms. We look forward to working with Infobip and maximizing our respective technologies.”


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