Connect with us

General News

The Pains of Operators’ Contact Centres

Published

on

Kindly share this post

Last week was observed by corporate organizations as customers’ week. The week is used to celebrate customers of any organization.

In the country, apart from some banks that placed advert in the national dailies to acknowledge and express the importance of customers to the success of their business, no other sector did anything to either improve their customer experience or appreciated them.

One expected that telecommunications operators would have used the week to improve or excite their customers, not through promos but through effective customer experience at both call centres and customer care outlets.

The story of pains at call centres of all the operators’ call centres have not changed.

Few weeks back Sola Salako a columnist with Punch newspaper published an article she titled ‘MTN, where is my N3, 000 credit’. That report and MTN response to it exposed the pain that subscribers undergo in the hands of inexperienced call centres attendants.

More so, customer feedback channels provided by operators are not effective, when emails are sent on complaints, it is hardly responded to and call centres lines are so complex that one hardly gets any issue resolved as they are not meant to talk to humans.

The consumers of telecom products and services have many desires expected 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.

Just like consumers of any other services, the consumer of telecom services wants to be well treated.

The important aspect of all this rests on the preparedness of contact call centre attendants saddle with the responsibility of taking care of their customers.

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 conversation 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.

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.

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 interface 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 of greater percentage of operators lack the required technical knowledge of some product 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 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 I 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 scolded the attendant at the shop.

 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 you will be linked to 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 or 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.


Kindly share this post

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

Continue Reading
Advertisement
Comments

General News

JAMB Uncovers AI-Driven Fraud Targeting UTME Candidates, Warns Parents

Published

on

Kindly share this post

Joint Admissions and Matriculation Board (JAMB) has said it has uncovered criminal syndicates that are deploying artificial intelligence tools to impersonate its officials and defraud candidates preparing for the Unified Tertiary Matriculation Examination (UTME).

JAMB Uncovers AI-Driven Fraud Targeting UTME Candidates, Warns Parents

Is-haq Oloyede, registrar of the board, disclosed this on Saturday in Abuja, warning that candidates and parents involved in the scheme would face severe consequences.

Mr Oloyede also said three top officials of the board have been found to have collaborated in sabotaging the system and have been recommended for dismissal.

He added that two other officials and a member of staff of Ahmadu Bello University, Zaria, are currently undergoing criminal prosecution for involvement in activities inimical to the integrity of the examination body.

Mr Oloyede said investigations revealed that more than 100 candidates were linked to the scheme, with 83 confirmed to have made payments to the syndicates.

He added that those involved cut across 25 states with three school proprietors in custody for aiding and abetting examination malpractice.

He further said the board had made recommendations to the Minister of Education for the cancellation of the affected registrations.

“What is important for us to emphasise here is that the students themselves and their parents are willing collaborators and cannot be regarded as innocent,” he said.

Mr Oloyede also expressed concern about the involvement of underage candidates, noting that about 38,000 underage candidates have registered for the 2026 UTME.

He said many of the candidates who patronised the syndicate are underaged, who have been pushed by their parents beyond their academic capacity.

While noting that JAMB’s mandate is limited to conducting examinations, he urged parents to refrain from encouraging malpractice.

“Parents must understand that paying for fraud does not secure a child’s future. It destroys it. You are teaching them that cheating is a strategy, that deception is acceptable, and that merit is optional,” he said.

Mr Oloyede rejected suggestions that the board should negotiate with suspects, including some who allegedly fled the country after last year’s examination.

He added that some computer-based test (CBT) centres had already been sanctioned.

He warned that paying for examination fraud or belonging to online groups offering such services would attract sanctions.

“Let it be clearly understood by all Nigerians that paying for examination fraud is a crime. Receiving illegal assistance is a punishable offence. Being a willing member of a WhatsApp group where these fake services are offered will no longer be condoned. Ignorance will not be accepted as a defence,” he said.

Mr Oloyede said the board is working with security agencies to tackle the fraud schemes.

He thanked the Office of the National Security Adviser, the Directorate of State Services, the Nigerian Police Force and the Nigeria Security and Civil Defence Corps for their support.

“As for capacity, we have the capacity to deal with all these issues. If we did not have the capacity, we would not be able to stay ahead of them. As they are planning, we are planning,” he said.

He added that JAMB has strengthened its technical systems, including the ability to detect prohibited devices during examinations.


Kindly share this post
Continue Reading

General News

SERAP Asks FCCPC to Investigate Google, Meta, Others over Alleged Rights Abuses

Published

on

Kindly share this post

Socio-Economic Rights and Accountability Project (SERAP) has urged the Federal Competition and Consumer Protection Commission (FCCPC) “to urgently investigate allegations that Google, Meta (Facebook), Apple, Microsoft (Bing), X (formerly Twitter), TikTok, Amazon, and YouTube are using opaque algorithms and market dominance to undermine Nigerian media, businesses, and citizens’ rights.”

SERAP Asks FCCPC to Investigate Google, Meta, Others over Alleged Rights Abuses

In a complaint dated February 28, 2026, and addressed to Mr Tunji Bello, executive vice chairman and CEO, FCCPC; SERAP accused companies including Google, Meta (Facebook), Apple, Microsoft (Bing), X, TikTok, Amazon and YouTube of deploying opaque algorithms and leveraging market dominance in ways that allegedly undermine Nigerian media organisations, businesses, and citizens’ rights.

The complaint which was signed by Kolawole Oluwadare,  deputy director, SERAP,  said, “Big technology companies operate with enormous influence over Nigeria’s digital economy and information ecosystem, yet they often escape accountability for the harms they cause.”

SERAP urged the FCCPC “to take measures necessary to urgently prevent further unfair market practices, algorithmic influence, consumer harm and abuses of media freedom, freedom of expression, privacy, and access to information and ensure compliance with Nigerian laws and international standards.”

SERAP also urged the FCCPC “to convene a public hearing into the allegations of algorithmic discrimination, market dominance, data exploitation, and consumer harm involving Google, Meta, Apple, Microsoft (Bing), X, TikTok, Amazon and YouTube.”

SERAP also asked the FCCPC to convene a public hearing to investigate allegations of algorithmic discrimination, data exploitation, revenue diversion, and anti-competitive conduct involving the tech giants.

According to the organisation, dominant digital platforms now act as private gatekeepers of Nigeria’s information and business ecosystem, wielding enormous influence over public discourse and market competition without sufficient transparency or regulatory oversight.

“Millions of Nigerians rely on these platforms for news, information and business opportunities,” SERAP stated, warning that opaque algorithms and offshore revenue extraction models pose both economic and human rights concerns.

The group argued that the alleged practices threaten media plurality, consumer protection, privacy rights, and the integrity of Nigeria’s forthcoming elections.

SERAP pointed to actions taken by the South African Competition Commission, which investigated Google over alleged bias against local media content.

The South African probe reportedly resulted in measures including algorithmic transparency requirements, compliance monitoring and financial remedies.

SERAP urged the FCCPC to take similar steps to safeguard Nigerian media and businesses.

The organisation maintained that if established, the allegations could amount to violations of Sections 17 and 18 of the Federal Competition and Consumer Protection Act (FCCPA), which prohibit abuse of market dominance and anti-competitive conduct.

SERAP stressed that the FCCPC has statutory authority to investigate and sanction conduct that substantially prevents, restricts or distorts competition in Nigeria.

It also warned that failure by the Commission to act promptly could prompt the organisation to pursue legal action to compel regulatory intervention.

Citing concerns reportedly raised by the Nigerian Press Organisation (NPO), SERAP said big tech companies have fundamentally altered Nigeria’s information environment, creating what it described as a structural imbalance of power that threatens the sustainability of professional journalism.

Among the allegations listed are: Algorithms controlled outside Nigeria determining content visibility, monetisation of Nigerian news content without proportionate reinvestment, offshore extraction of advertising revenues, limited discoverability of Nigerian websites and platforms, and lack of transparency in ranking and recommendation systems.

SERAP argued that declining revenues in the Nigerian media industry have led to shrinking newsrooms, closure of bureaus, and the emergence of news deserts, weakening journalism’s constitutional role in democratic accountability.

The organisation further warned that algorithmic opacity and data-driven micro-targeting could influence voter exposure to information ahead of Nigeria’s forthcoming elections, raising concerns about electoral fairness and transparency.

SERAP emphasised that media freedom is guaranteed under Sections 22 and 39 of the 1999 Constitution (as amended), as well as international human rights instruments including the International Covenant on Civil and Political Rights and the African Charter on Human and Peoples’ Rights.

The group urged the FCCPC to: Initiate a full-scale investigation into the alleged conduct, convene a public hearing involving journalists, media organisations, SMEs, content creators and civil society groups, mandate transparency in ranking, recommendation and advertising algorithms, establish remedial measures, including a compensation fund for affected media organisations, summon relevant persons and demand production of documents, and impose sanctions where violations are established.

SERAP said urgent regulatory action is necessary to prevent ongoing consumer harm, protect competition, and safeguard constitutional rights in Nigeria’s digital space.

 


Kindly share this post
Continue Reading

General News

Capelli Institute Commits to Advancing Trichology in Nigeria

Published

on

L-r: Dr. Daisy Obiano, Founder Capelli Institute of Trichology; Adenuga Adeola, Best graduating student; Hajira Hajoro Abdulkadir, Front Desk Officer, National Board for Technical Education (NBTE); Mrs. Shuhda Muhammed, Founder/CEO Tripoint Academy for Tourism and Enterprise Development at Capelli Institute of Trichology 2025 Graduation Ceremony held in Lagos recently.
Kindly share this post

Capelli Institute of Trichology has committed to advancing trichology practice in Nigeria, even as she graduated new set of trichology professional.

Dr. Daisy Obiano, founder of the institute, stated this at the fourth graduation ceremony of the institute held in Lagos recently which was attended by Hajira Abdulkadir of National Board for Technical Education (NBTE).

She noted that Capelli Institute of Trichology (CIT) is a specialized education and training institute dedicated to the science of hair and scalp health. “The institute focuses on equipping learners with professional skills in trichology, hair therapy, scalp diagnosis, and hair health management through robust theoretical and practical training.

“CIT combines scientific rigor with industry-relevant practices to prepare graduates for careers in salons, hair clinics, and professional consultancies”.

According to her, “we envisioned an institution that would raise professionals, not just practitioners; problem-solvers, not product pushers; and leaders, not followers in the evolving world of trichology, hair therapy, and wellness science. The quality of our graduates today is evidence that this vision was not in vain.

“The 2024/2025 academic session demanded much from you. They were challenged intellectually, stretched practically, and refined professionally. They learned not only what to do, but why do it. They were trained to observe, to question, to consult, to document, and to treat with integrity.

“At CIT, we believe that every scalp tells a story, and every client deserves truth, compassion, and competence. That philosophy has been entrusted to you.

She added that service, guided by knowledge, has the power to transform lives and to advance the understanding and treatment of hair and scalp health through innovative research, education, and clinical excellence.

Capelli Institute of Trichology has developed a reputation as one of Nigeria’s foremost trichology education providers. Its curriculum is recognized for rigor and relevance and attracts students seeking practical hair and scalp science expertise.

In recognition of the importance of accessibility and flexibility in modern education, CIT has developed a digital learning ecosystem:

Online Course Delivery where learners enroll and complete courses remotely through the institute’s e-learning portal, covering trichology fundamentals, salon business, and specialized treatment modules.

Modular Learning Structure where courses are divided into bite-size modules with interactive content, assignments, and assessments tailored to remote study.

Flexible Study Options; that allows students space their learning according to their schedules, with options to join virtual sessions, access downloadable content, and communicate via the institute’s virtual classroom email system.


Kindly share this post
Continue Reading

Trending