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
Enugu to Host The Gathering on 100 as MTN-Backed Youth Movement Expands Across Nigeria

Nigeria’s fast-rising youth culture and innovation community, The Gathering on 100, is heading to Enugu, with registration now open for gamers, performers, DJs, creatives, and culture enthusiasts.

MTN
The Enugu edition will take place on June 19, 2026, at ICC Hall, Okpara Square, and will bring together a new audience for the platform’s signature blend of music, gaming, live performance, community engagement, and youth-driven entertainment.
The Gathering on 100 first gained national attention in Lagos, where it transformed the National Stadium, Surulere, into a continuous 100-hour ecosystem of activity from April 22–26, 2026.
The event combined culture, commerce, entrepreneurship, gaming, fashion, and live entertainment, attracting thousands of young participants and creating opportunities for emerging talent and businesses.
The movement most recently arrived in Aba, where thousands of young people gathered for a weekend of culture, commerce and entrepreneurship, reinforcing the platform’s growing appeal across different communities and audiences.
The move to Enugu is being framed by organisers as a deliberate expansion into one of Nigeria’s largest student and youth populations. Home to major institutions including the University of Nigeria, Nsukka (UNN), Enugu State University of Science and Technology (ESUT), the Institute of Management and Technology (IMT), Godfrey Okoye University and Coal City University, Enugu attracts thousands of young people from across the country each year, creating a vibrant community shaped by education, creativity, entertainment and entrepreneurship.
This concentration of young talent has helped fuel a growing ecosystem of creators, performers, gamers, digital entrepreneurs and small business owners.
In recent years, the city has hosted an increasing number of technology, entertainment and youth-focused events, reflecting the growing demand for platforms that bring together creativity, opportunity and community.
These dynamics make Enugu a natural next stop for The Gathering on 100, a platform built around showcasing talent, fostering connections and creating opportunities for young Nigerians.
Registration for the Enugu edition is now open through The Gathering’s official website, with participation available across multiple categories including gaming, rap battles, DJ competitions, dance, live performances and entrepreneurship.
A key highlight of the event will be the Pitchathon, where emerging founders and business owners will have the opportunity to present their ideas before a panel of judges for a chance to secure grant funding and support for business growth.
The gaming segment will feature competitive tournaments and interactive experiences designed for both casual and serious players, while rap battles and DJ showdowns will spotlight rising talent from Enugu and neighbouring states.
Attendees can also expect a large scale rave experience, live entertainment and community driven activities designed to bring together different corners of the region’s youth culture under one roof.
Beyond the entertainment, organisers say The Gathering on 100 is designed to create real opportunities for young people to connect, collaborate and gain visibility for their talents, ideas and businesses.
As the movement continues its expansion across Nigeria, the Enugu edition is expected to showcase the city’s unique blend of creativity, ambition and cultural influence while providing a platform for the next generation of innovators, performers and entrepreneurs.
Telecom
Prof. Dzidonu Urges Universities to Produce Deep Thinkers for AI Age

Professor Clement K. Dzidonu, President of Accra Institute of Technology (AIT), has said that the rapidly evolving world of artificial intelligence, automation, and digital transformation demands graduates who are capable of independent thinking, continuous learning, innovation, and responsible leadership.

Professor Clement K. Dzidonu, President of Accra Institute of Technology (AIT).
Professor Dzidonu noted that universities exist not merely to award degrees but to develop capable human beings who can think critically, solve problems creatively, adapt to changing circumstances, and contribute meaningfully to society.
He reiterated AIT’s commitment to producing graduates who are technically competent, ethically grounded, intellectually curious, and globally competitive.
The Accra Institute of Technology (AIT) has officially welcomed newly admitted students into its academic community at a colourful matriculation ceremony held on Saturday, June 13, 2026, at the university’s Knowledge City Campus-Kokomlemle in Accra.
Speaking on the theme, “Preparing the Sovereign Learner for a World of Opportunity, Possibility and Difference,” the President encouraged students to adopt the Opportunity–Possibility–Difference (OPD) Perspective by recognizing opportunities, exploring possibilities, and creating meaningful differences in their lives and communities. He urged them to see beyond examinations and certificates and focus on building capability, character, and courage.
The ceremony marked a significant milestone in the lives of the new students as they formally became members of the AIT scholarly community, joining a university renowned for excellence in technology-driven education, innovation, research, and professional development.
The matriculating class comprises students pursuing programmes in Engineering, Information Technology, Computer Science, Business Administration, Occupational Health and Safety Management, Project Management, and doctoral studies.
Addressing the matriculating class, the President of AIT, Professor Clement K. Dzidonu, congratulated the students on their admission and challenged them to embrace what he termed “The Age of the Sovereign Learner.” He emphasized that the rapidly evolving world of artificial intelligence, automation, and digital transformation demands graduates who are capable of independent thinking, continuous learning, innovation, and responsible leadership.
Professor Dzidonu further challenged the students to make the most of the opportunities available to them at AIT by attending lectures consistently, acting ethically, managing their time wisely, and committing themselves to lifelong learning.
He reminded them that success at the university would depend not only on the resources and support systems provided by AIT but also on their personal commitment to excellence and self-development.
On behalf of the newly admitted students, Mr. Samuel Peace Kamara delivered the matriculants’ acceptance speech, expressing gratitude to the university’s leadership, faculty, and staff for the warm reception extended to the new students.
He pledged, on behalf of his colleagues, that they would uphold the values of the university, work diligently in their studies, and strive to become responsible professionals capable of making meaningful contributions to society.
The ceremony concluded with a formal declaration admitting the students into membership of the university community and a call on them to embrace the opportunities before them, pursue excellence, and contribute positively to national and global development.
Telecom
FG Debunks Claims of Plans to Introduce Telecoms, Fuel Taxes

Federal government has dismissed reports suggesting it plans to introduce new taxes on telecommunications services and petroleum products, describing the claims as false and misleading.

The clarification was contained in a statement issued on Wednesday by the Federal Ministry of Finance and signed by Mrs Maryann Duke, Senior Special Assistant on Communications and Press Secretary to the Minister of Finance and Coordinating Minister of the Economy.
According to the ministry, reports linking the alleged taxes to recommendations contained in the International Monetary Fund (IMF) Article IV Consultation on Nigeria do not reflect the position of the government.
It explained that recommendations contained in IMF consultation reports are advisory in nature and do not constitute policy decisions or binding obligations on the Federal Government.
“The Federal Government is not considering the introduction of any new taxes on telecommunications services or petroleum products,” the statement said.
The ministry also clarified that existing tax arrangements relating to petroleum products remain unchanged.
It stated that the Value Added Tax (VAT) waiver on fuel remains in force and has not been removed.
According to the statement, any fuel surcharge can only be introduced through a ministerial order published in the Official Gazette, noting that no such action is currently under consideration.
The ministry added that the current policy framework has helped cushion the impact of fluctuations in global fuel prices on households and businesses across the country.
On telecommunications services, the government said the excise duty introduced before 2023 had already been repealed under the country’s new tax laws.
It stressed that the duty is no longer in effect.
The ministry urged Nigerians, businesses and media organisations to disregard reports suggesting that new taxes would be imposed on telecommunications services and petroleum products.
It reiterated that Nigeria’s tax reform agenda remains focused on improving revenue administration, promoting economic growth and attracting investments rather than increasing the tax burden on citizens.
The ministry further assured that any future tax policy changes would be communicated through official channels and implemented in accordance with due process and existing legal provisions.
It reaffirmed the government’s commitment to transparency and responsible economic management aimed at supporting sustainable growth and protecting the welfare of Nigerians.
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