Telecom
The Need for Operators to Expand Call Centres
Telecommunications sector of the country economy has witnessed over the past nine years tremendous growth in different sphere, aside growth in number of Nigerians who now have access to communications tool known as telephone, service delivery has also recorded growth.
What use to be the traditional services that both code division multiple access (CDMA) and Global System for Mobile communications (GSM) started with which is voice has been expanded to include such as services as internet, video among others. All these are made possible by technological upgrade embarked upon by operators in the industry.
The nature of services 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 services to people within that coverage area.
What this means is that a telephone or Internet service provider that is based in Lagos with its main transmission equipment installed in Lagos can deliver services to such locations as in Sokoto or Uyo by simply installing another transmission equipment and transceiver station that will transmit calls from the sundry locations to the main switching centre probably in Lagos.
Subscribers to the service in Sokoto 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 rises is how can these subscribers located far from the operational base of the operator reach out to the operator to resolve issues arising from service delivery? Such issues as recharging of phones, where recharge card numbers have been scratched off, Sim card issues among others. These issues are addressed through telephone contact to the operators’ call centre located mostly at operator’s operational base.
A call centre is a centralized office or building used for the purpose of receiving and transmitting a large volume of request by telephone. A call centre is operated by a company to administer incoming product support or information inquires from consumers. Outgoing calls for telemarketing, clientele, product services, and debt collection are also made through a call centre. In addition, a call centre also receives fax, live chat, e-mail among others.
A call centre is often operated through an extensive open work stations that includes 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.
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 centre. Examples of this include help desk such as the ones banks have open to address issues arising from Automated Teller Machine transactions, and sale support.
Call centres are different from customer care, as the later refers to an office designated for physical resolution of issues associated with service provision. Call centres technology is subject to improvements and innovations. Some of these technologies include speech recognition and speech synthesis software that allows computers to handle first level of customer support, text mining and natural language processing to allow better customer handling, agent training by automatic mining best practices from past interactions, and many other technologies to improve agent productivity and customer satisfaction. Automatic lead selection or lead steering is also intended to improve efficiency both for inbound and outbound campaigns, whereby inbound calls are intended to quickly land with the appropriate agent to handle the task, while minimizing wait times and long list 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 standardizes the processing of communications across multiple technologies such as fax, phone and email.
Few years ago some telecommunications service providers advertised non-existent call centre numbers and this was quickly addressed by Nigerian Communications Commission (NCC). But today, the issue is no longer none existence of call centre numbers, but inadequate facilities at call centres to be able to take inquires and respond to such inquires even as services being delivered by operators especially GSM and CDMA operators have expanded. For instance, at inception these operators were providing basically voice service as technology has converged voice and data services which position them to expand their service offering to data and internet. To this end, as services are expanded so are issues arising from services increases thereby requiring operators to expand their call centres for effective service delivery. When operators rolled out service in 2002 they were rendering basically voice service, but with advancement in technology which now enables they to delivery internet and video, so is the need for them to expand both customer care centres and call centres to effectively handle issues from the expanded service offerings.
The inability of telecommunications service providers to address issues associated with their service through contact centers led to NCC providing its own contact centres that will interface with subscribers and operators. Mrs. Lolia 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 luster attitude of service providers in addressing subscribers complaint about their service. She added that calls to NCC contact center is 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 primary focused on resolving any dispute 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 and payroll Processing and Data Entry and Processing.
Service providers’ call centres have experienced changes since 2002, then GSM operators were running the centres 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 hoax calls which are calls not made to the centre without presenting a problem but rather seeking interaction with the lady recipient as the case may be, 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 system can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. IVR system can be used to control almost any function where the interface can be broken down into a series of simple menu choices.
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 understand 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 centres use IVR system to identify and segment callers. The ability to identify customers allows the ability to tailor services according to 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. The use of computer telephone integration (CTI) allows the IVR system to look up the Calling Line ID (CLI) 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, arises the question of how telecommunications services providers can improve on the efficiency of their call centre in order to meet both NCC standard as well as the increasing needs of their subscribers?
To this end, what readily comes to mind is outsourcing of the service to a different company other than the operator to enable them face their core function of service delivery. The way such arrangement is design enables the outsourced company to generate complaints either on hour basis to technical section as the case may be of the operator to ensure that such complaints are resolved at the shortest possible time.
This initiative has been adopted by MTN and Zain while GloMobile is on the process of adopting the initiative.
Industry watchers that spoke to Nigeria CommunicationsWeek are of the view that outsourcing is a good initiative as well as the use of IVR. But advise that subscriber be allowed the option of either talking to human being which may attract extra cost or machine at no cost. They say explained that in view of the literate level in our society such option is evitable especially when those that are not well educated call to the centres.
Telecom
MoMo PSB, LSSBI Advisory Partner for Seamless Tax Payments
MoMo PSB has announced a partnership with Leadership Strategy Sustainability Business Innovation (LSSBI) Advisory to enhance financial inclusion and streamline tax payments in Ekiti, Nasarawa, and Rivers states.
This collaboration introduces MoMo as the official payment platform for taxpayers, enabling easy and convenient payments via the USSD code *5229#.
Nigeria CommunicationsWeek report that the partnership aims to boost compliance, drive revenue development, and promote financial autonomy for marginalised communities. Key stakeholders highlighted the significance of this collaboration in closing the financial gap and promoting economic growth.
Read Also: MTN Nigeria takes full control of MoMo bank for $4.6m
With this initiative, MoMo PSB reaffirms its commitment to providing accessible and user-friendly financial services to all Nigerians, particularly the unbanked and underbanked populations.
The launch of the USSD code *5229# demonstrates MoMo PSB’s dedication to expanding financial inclusion and promoting digital payments.
Ekiti State officials lauded the partnership, commenting on the convenience of using the MoMo payment platform, while emphasising its potential to increase tax compliance and benefit local communities.
The collaboration is part of a broader initiative to empower citizens with financial autonomy, encourage saving, and promote responsible money management.
As the rollout begins in Ekiti, Rivers, and Nasarawa, MoMo PSB and LSSBI Advisory aim to expand the initiative nationwide, encouraging other states and private sector partners to explore similar collaborations, leveraging technology to improve access to financial services. This partnership marks a new era in tax payment solutions, prioritising efficiency, inclusivity, and financial empowerment for all Nigerians.
MoMo PSB, established in May 2022 as the fintech division of MTN, continues to focus on delivering user-friendly, accessible, and affordable financial services to both new and existing customers across Nigeria.
Telecom
Glo Introduces Instalment Payment Scheme for Purchase of Smartphones
Globacom has unveiled a new device acquisition scheme to enable Nigerians own smartphones and pay conveniently over several months. The scheme is dubbed: “Buy Now, Pay Small Small” and is available in Gloworld shops across the country.
The scheme aims to bridge the digital divide by enabling individuals and businesses have access to the latest smartphones and devices more conveniently. This, Globacom claims, will make customers more connected and more productive.
A press statement released by Globacom explained that it is offering flexible payment options to its customers so they can acquire devices of their choice and spread the cost of these new devices over several months through instalment payments that is manageable for them.
The scheme has a wide range of smartphones and other smart devices from top brands that customers can chose from.
This device financing is available to all new and existing Glo customers who can avail the benefits of the programme when purchasing new devices from Gloworld stores across Nigeria.
Moreover, customers can choose from various payment plans to suit their budget, with tenures of up to six months and special interest rates on all flagship devices.
Globacom said customers who purchase devices under the programme will also be given a data bonus of 18GB for six months, adding that it is focused on customer satisfaction, through ensuring a convenient system of smartphone acquisition for Nigerians.
Telecom
Here’s Your Last Chance to Secure Discounted Starlink Kits @ Konga
Starlink Week at Konga, an exceptional opportunity to acquire reliable satellite internet at a significantly discounted price, ends tomorrow, Saturday, August 31, 2024.
Nigeria CommunicationsWeek gathered that customers now have chance to secure a Starlink kit at an exceptional price and experience the transformative power of high-speed internet.
Throughout the week, Konga has been dedicated to making Starlink’s cutting-edge technology more accessible to Nigerians.
Read Also: Konga Announces Starlink Week: An Opportunity To Own High Speed Internet Kit
The e-commerce giant offered Starlink kits and accessories at reduced prices, along with perks that have made this offer hard to resist.
In addition to the unmatched prices, Konga included free nationwide delivery to ensure that customers from every corner of Nigeria benefited from this offer.
Konga also provided free same-day delivery in major cities like Lagos, Abuja, and Port Harcourt, ensuring that customers can start enjoying their Starlink experience almost immediately.
As Starlink Week draws to a close, this is the final call for those who still need to take advantage of this limited-time offer.
The discounted prices, combined with the exceptional delivery options, represent a rare opportunity to invest in a technology that has revolutionized internet accessibility across the globe.
Konga’s Starlink Week has been more than just a promotional event; it has been a gateway to connectivity, offering Nigerians a reliable solution to their internet needs.
Starlink provides the service you need to stay connected wherever you are in Nigeria.
Take advantage of this exclusive opportunity. Visit Konga.com today or walk into any of Konga’s retail stores to secure your Starlink kit before the campaign ends.
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