Telecom
The Many Woes of Customer Service Delivery in Telecom
It is a popular saying that a customer in every service driven business such as telecom is king and therefore should be treated as such. The subscriber in the business of telecommunications is the reason for the business because, if services are provided and nobody subscribe to it, there is no business, as the provider of such service will not have returns to sustain such service. More so, the business of telecom is driven by the number of subscribers to the services being rendered by the operators, this accounts for the intensity of promotions that operators run, which are geared towards retaining loyalty of their subscriber as well woo new ones to the network.
Consumers of Telecommunications products and services in Nigeria today are varied and their tastes, needs and expectations are also varied. They number over 70 million today 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 movers and shakers of the society, the youths, the entrepreneur, the artisans, the military rank and file, the fishermen in the Delta, the Fulani pastoralists on Gembu hills, and the rural women who sell crayfish at Zonkwa market, among others.
Today, Consumers of telecoms services in Nigeria are no longer the few who were endowed with the economic power to own a phone in those days when only very few Nigerians could afford the few lines that were available. The reasons of inability to own a phone is no longer much about inability to afford a phone because of very high cost or that locations of business or residence are not covered by any telephone network as, apart from very remote areas, most urban and semi-urban parts of the country is covered today.
Some people have said those who could afford phone services in the era being referred above, were victims, rather than being described as the privileged few when compared with the present day consumers of telecommunications services.
To all intents and purposes, it is easy to agree with this assertion because deregulation of the telecoms industry, with the attendant availability of many networks, providing multifarious products and services, covering far more geographical areas, with millions of Nigerians privileged to own phones services at far lower costs, supports that position. The fact that Nigerians can also sit down today to discuss the place of the consumer in the national telecom equation, provides an insight into the elevated position of the Nigerian telecoms consumer in the scheme of things.
The consumers of telecom products and services, as have indicated, have many desires expected to be met. He wants 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 advantage of by service providers. Just like consumers of any services, the consumer of telecom services wants to be well treated.
The important aspect of all these rest on how prepared the staff of network operators saddle to take care of these customers as well as the extent to which customers are being cared for.
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 conversations 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.
Service providers of all types 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 responding expected to increase their spending on customer service enhancements next year.
And increased investment is what will be required, for many reasons. Chief among them is the reality that, as service providers tries to offer more services and 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 centre 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 shops and contact centre are one leg of effort by operators to take care of their subscribers, while training and monitoring of those working in these departments are another leg which to many is the most important is customer service delivery.
A visit to some telecommunications operators’ customer care shops will explain the need for those working at such centres who act as interface between the company and their subscribers to be well trained both in understanding of the services being rendered by the operating company as well as 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 products 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 customer 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 issue was resolved through recharging the phone with any amount of airtime above N100.
Deolu Ogunbanjo, president, National Association Telecommunications Subscriber of Nigeria (Natcomms) narrated how he was unruly treated at 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 at the shop because he vehemently condemned the way the attendant treated another customer at the shop. These are few instances of pains that subscribers are meant to go through in the hands of unqualified customer care attendants at customer service centres of telecommunications operators.
In some situations, subscribers have been asked to take their complaints to another customer care shop where more experience people will address their problems, this goes to show that those working in the shop lack the prerequisite knowledge to support services.
Although, there are situations where customers exhibit unwholesome behavour at either customer care shop or when talking to customer service attendant at contact centres, but, during training these staff attendants, they are taught the best way to handle such situation in order not to create bad impression about the network.
Customer service contact centre operators have severally decried the high number of hoax calls- where subscribers call the centre only to start asking the female attendant for an outing appointment.
Some call the contact centres only to listen to the ring back music and the company’s advert jingles, and when attendants pick the call to inquire what the issues are such caller will quarry with the attendant on why he or she stop the music that he is enjoying.
It is against these backdrops that operators introduce Interactive Voice Response (IVR). This is interaction between a human and a computer in which the human caller inputs commands and requests to the computer, which responds in either pre-recorded or synthesized speech form. The human input can be the form of spoken words or as tones sent via the telephone keypad. If the input is speech, IVR is much like having a frustrating conversation with a dimwitted and highly inflexible human call center agent. In a database access application, a voice processing system with IVR capability is positioned as a front end to a general-purpose computer and multiple databases. Through speech recognition technology, and text-to-speech (TTS) capability, and perhaps voice print matching for security, a complete transaction can be accomplished on a voice basis without human involvement and except for the caller, of course. Reservations centers and financial institutions make heavy use of such capabilities in support of routine transactions, thereby reducing staffing levels and providing customer service on a 24 hour basis.
Even as operators have started outsourcing customer care job to others companies believed to be suited for it, as well as reducing ever growing cost, there is need for effectively monitoring especially those that physically interface with subscribers and also equip them with the relevant technical training to support the company’s services and products.
Telecom
FG to Acquire Two Communications Satellite to Boost Digital Access

Federal government is preparing for the acquisition of two new communication satellites as it advances a nationwide fibre-optic rollout.

Bosun Tijani, minister of communications, innovation, and digital economy, made the announcement during a press briefing in Abuja commemorating Global Privacy Day 2026, which was hosted by the Nigerian Data Protection Commission.
The minister said the national fibre-optic backbone, which is expected to cover 90,000 kilometres, is nearly 60% complete.
The project aims to expand high-capacity broadband across the country, reduce the cost of internet access and improve service quality for businesses, public institutions and households.
According to Tijani, the fibre rollout is central to the government’s digital economy strategy, providing physical infrastructure required for e-government services, digital financial inclusion, innovation hubs and private sector investment.
He added that extending fibre deeper into underserved areas would help narrow Nigeria’s persistent urban-rural connectivity divide.
Alongside the terrestrial network, the federal executive council has also approved the procurement of two additional communication satellites to strengthen Nigeria’s space-based communications capacity.
The satellites are expected to enhance broadband coverage in remote and hard-to-reach regions, support broadcasting and improve data resilience for critical national services.
Tijani emphasised the satellite investment will complement the fibre network by providing redundancy and last-mile connectivity where laying cables is commercially or geographically challenging.
The combined approach, he said, will make Nigeria’s digital infrastructure more resilient and inclusive and will particularly close long-standing connectivity gaps.
By expanding broadband access and modernising communications infrastructure, authorities believe Nigeria can unlock new opportunities across sectors including technology, education, healthcare and commerce.
The initiatives are being implemented amid efforts to attract private investment and improve policy coordination across federal and state agencies.
Telecom
NCC Removes 450 Illegal Signal Boosters, Reassigns Spectrum

Nigerian Communications Commission (NCC) has removed over 450 illegal signal boosters deployed in the Federal Capital Territory (FCT).

Illegal signal boosters (also known as unauthorized, non-compliant, or rogue repeaters) are devices designed to amplify weak cell phone signals but are prohibited for use because they interfere with legitimate mobile network infrastructure, causing disruptions for others.
The NCC has also approved spectrum reassignments, socalled egulatory process of taking radio frequency spectrum that was previously assigned to one type of service or user and reallocating it for another, usually to support new technologies or more efficient usage.
All these are part of measures to improve telephone services in the country.
The NCC said its enforcement teams removed the illegal signal boosters across the FCT, noting that the devices degrade network quality in surrounding areas.
“Subsequent analysis indicates localised improvements in service quality, supported by crowd-sourced data, operator performance metrics and a decline in related consumer complaints.
“At least 70 network sites recorded measurable performance gains following booster removal. Engagements are ongoing with the Nigerian Customs Service (NCS) to prevent further importation of the devices,” the NCC stated.
The telecom regulator said to enhance spectrum efficiency and service delivery, it approved a series of spectrum trades and reassignments, including the reallocation of approximately 50 MHz of previously underutilised spectrum for immediate network expansion.
These measures, it said, have resulted in demonstrable improvements in network performance, as reflected in independent monthly reports since September 2025.
“In particular, the reassignment of an additional contiguous 10 MHz to Globacom contributed to an increase in its average 4G download speeds from 9.5 Mbps to approximately 15 Mbps by November/December 2025.
In terms of telecom infrastructure protection, NCC revealed that the ongoing operationalisation of the CNII Executive Order.
The Commission said it has adopted a structured, multi-layered approach to the implementation of the CNIL Executive Order within the telecommunications sector.
“This includes enforcing minimum compliance standards for infrastructure deployment, conducting nationwide public awareness campaigns, strengthening stakeholder collaboration, institutionalising mediation as a dispute resolution mechanism, and retaining enforcement as a necessary tool where required.
“In collaboration with the Office of the National Security Adviser, the Commission has convened engagements with the National Assembly, Judiciary, Federal Ministry of Works, State Attorneys-General, and the Nigeria Security and Civil Defence Corps, with plans to extend collaboration to State Ministries of Works,” it stated.
The Commission claimed that its mediation approach has led to successful interventions already recorded in Kogi, Bauchi, and Osun States.
The telecom regulator said it is currently collaborating with the Central Bank of Nigeria (CBN) on Failed Airtime/Data Top-Ups and Consumer Refunds.
The NCC stressed that it’s working jointly with the Central Bank of Nigeria, mobile network operators and financial service providers to address issues relating to failed airtime and data recharge transactions.
“Through this collaborative framework, mechanisms for transaction tracing, dispute resolution, and timely consumer refunds are being formalised. The initiative has already facilitated refunds exceeding N10 billion to affected consumers, contributing to enhanced confidence in digital payment channels,” it stated.
The NCC said, in collaboration with a joint industry committee, it continued to implement the Smarter Data Management Consumer Awareness Campaign.
The Commission said the campaign focuses on promoting efficient data usage, conservation practices, and behavioural adjustments aimed at reducing passive data consumption linked to increasing network speeds and device capabilities.
“Since inception, the campaign has coincided with a noticeable reduction in data depletion-related complaints and will remain active through 2026. Campaign materials are disseminated across multiple media platforms and in major languages spoken nationwide,” it stated.
The NCC informed that to further strengthen spectrum optimisation, service quality, and long-term network planning, the Commission has developed Nigeria’s first structured Spectrum Roadmap for the communications sector.
Through the roadmap, the NCC said it sets out strategic direction on spectrum utilisation, future assignments, refarming initiatives and flexible access models to support expanding connectivity, emerging technologies and improved consumer experience. It will also enhance the Commission’s capacity to proactively monitor utilisation, address persistent underuse, and implement targeted regulatory interventions.
According to it, public consultation on the draft has been concluded, and approval and issuance are expected following the next meeting of the Commission’s board.
Telecom
QNET’s Ethical Pivot: Reshaping Direct Selling for Nigeria’s 2026 Surge

As Nigeria faces rising youth unemployment and increasing scrutiny of informal business models, trust has become the defining currency of entrepreneurship.

Against this backdrop, QNET, a global wellness and lifestyle company, says it is repositioning ethical direct selling as part of the solution – not as a quick-income promise, but as a regulated, transparent pathway into micro-entrepreneurship – as it outlines its Nigeria-focused strategy heading into 2026.
With nearly three decades of experience in the wellness and lifestyle segment, QNET has operated in Nigeria through independent distributors and digital sales channels since 2021.
In recent years, regulators have intensified oversight of informal and semi-formal business models amid growing concerns around consumer protection, transparency, and fraud, reshaping expectations for how direct-selling companies operate in the country.
For Nigeria, where millions of young people rely on informal income streams, the distinction between legitimate direct selling and fraudulent schemes has become a policy and consumer-protection priority.
“Against this backdrop, QNET’s 2026 strategy for Nigeria will place integrity, strict regulatory compliance, and responsible stakeholder engagement at the centre of its operations.
“As the company adapts to tighter oversight and evolving market conditions, we believe ethical entrepreneurship must be anchored in transparency and accountability if it is to remain a credible pathway for economic participation, particularly for young Nigerians facing limited formal employment opportunities,” says Ayokunmi Solesi, General Manager for QNET in Nigeria.
At the core of QNET’s direct-selling model are product value, transparent compensation structures, and strict adherence to consumer protection standards, principles aligned with the global direct selling industry’s performance as reported in the WFDSA 2024 STATS Report, which showed the channel generating around $164 billion in retail sales and supporting more than 104 million independent representatives worldwide.
QNET’s model ensures that Independent Distributors (IDs) earn solely from verified product sales rather than recruitment-based incentives, reinforcing the distinction between legitimate direct selling and illicit schemes.
This distinction—earning from products rather than recruitment—is widely recognized by regulators as the primary line separating ethical direct selling from pyramid-style schemes.
By prioritizing verifiable product demand and transparent earnings, QNET supports sustainable income opportunities and professional skill development that contribute positively to Nigeria’s formal economy.
Product innovation remains a key pillar of QNET’s 2026 outlook in Nigeria. Through its partner Transblue Limited since 2022, the company has hosted workshops and expos, such as the 2025 Lagos Product Expo, to promote innovation and youth opportunities.
These events showcased certified wellness products while addressing misconceptions, with over 8,000 attendees at the Abuja edition alone.
QNET’s product portfolio spans health, wellness, personal care, home living & living. At the heart of its wellness category are the Amezcua range of products – including the Amezcua Bio Disc and Chi Pendant – which remain among the company’s most recognised offerings and are widely used for personal well-being and lifestyle optimisation.
Complementing these are timepieces and accessories under the Bernhard H. Mayer brand, including the OMNI Watch, which earned a Silver Stevie Award in 2025 for its sustainability-forward design.
Together, these products reflect QNET’s continued emphasis on certified wellness, durability, and long-term consumer value within Nigeria’s growing lifestyle and wellness market.
Beyond product innovation, consumer protection is expected to be a central pillar of QNET’s strategy, amid rising financial fraud in Nigeria. Building on recent advocacy and enforcement efforts, the company says it is expanding both preventive and defensive measures to safeguard consumers.
In an environment where financial fraud continues to undermine public trust, QNET says consumer education and institutional accountability must go hand in hand. The company’s “Say NO!” public awareness campaign, launched in 2023, focused on helping citizens identify fraudulent schemes through mass outreach and community engagement across Nigeria and other West African markets.
This effort was reinforced through structured collaboration with Nigerian authorities, including the Economic and Financial Crimes Commission (EFCC) and the Federal Competition and Consumer Protection Commission (FCCPC), aimed at disrupting impersonation networks and protecting the integrity of legitimate entrepreneurship.
Such measures place QNET among a small group of direct-selling firms in Nigeria publicly aligning enforcement, education, and regulator engagement as part of their operating model.
In addition to external advocacy, the company believes ethical direct selling must be enforced from within. Between 2022 and 2023, QNET suspended more than 80 distributor accounts across Sub-Saharan Africa for ethics violations, underscoring its zero-tolerance approach to misrepresentation and misconduct. Continuous monitoring of digital platforms for brand misuse further reflects QNET’s view that compliance is not a one-time response, but an ongoing responsibility essential to sustaining trust in the direct-selling sector.
Complementing these legal efforts are educational programmes, such as QNET’s signature financial literacy programme, FinGreen Programme, launched in 2022 in partnership with Transblue Limited, which has trained over 1,500 young people and women across Nigeria in budgeting, saving, responsible spending, and digital financial literacy skills to avoid exploitation.
Moving forward, QNET aims to strengthen its role in Nigeria’s formal economy by positioning ethical direct selling as a viable pathway for micro-entrepreneurship, income diversification, and skills development, particularly among young people navigating an increasingly competitive labour market.
As Nigeria’s gig economy matures under tighter regulation, QNET argues that the future of direct selling will be decided less by scale and more by trust—measured in transparency, consumer protection, and the economic literacy of those it empowers.
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