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We are Ensuring Utmost Commitment to Customer Service Excellence – Ajay

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Ajay Awasthi, chief executive officer, Spectranet spoke on how the telecommunications services provider was able to deliver quality service during the lockdown and challenges operators face is expanding capacity.

This pandemic lockdown presents huge opportunities for telecom and e-commerce companies as virtual communication and online transactions have become the order of the day. How is Spectranet faring?

The lockdown has presented more challenges than opportunities. Spectranet being a 24×7 service provider, the challenges are pretty much unique and related to ensuring site uptime in remote corners, ensuring call center operations with strict distancing rules, attending to customer complaints in their premises. All this needs to be done while ensuring safety of our people.

Cost of operations has gone up significantly as urgent network upgrades have to be done to ensure un-compromised customer experience while browsing. We have also seen an upsurge in call center volumes with customers enquiring about where to renew. This means deployment of more manpower.

Humbling to mention that team Spectranet, with its utmost commitment to customer service excellence, has fared well in countering these challenges in double quick time

In terms of traffic, how is your network coping with your consumers?

The Data traffic in the network has increased over 30%. While this is a happy situation to be in, the sudden increase in traffic poses a challenge in terms of keeping up with the quality of service. In order to ensure that our customers experience is not compromised, Spectranet has acted fast and invested significantly to enhance capacities on the access and backhaul network.

 By what are the major areas or products you have received the largest traffic on your network?

The traffic for Video applications (like Netflix, You tube) has shown a significant increase and so has the Facebook related traffic.

Also, we have observed trends wherein the traffic during night time has started overtaking the daytime traffic. We are happy that our Mega Value Plans offering anytime data plus free and truly unlimited night time browsing are becoming a big hit with our customers.

With the closure of business premises, how have your consumers being able to recharge their modems?

Being a technology company Spectranet has been investing heavily in building up Digital channels. Our customers can effortlessly pay through any of our digital channels available on Self Care.

Telcos may be making money from this lockdown, but in terms of telecom equipment importation and network rollout, how will it affect telcos like Spectranet?

In order to increase our access and backhaul network capacities, as mentioned earlier, we had to invest significant amounts and incur extra costs for ensuring 24X7 availability of network and call center operations.

To sustain this growth in traffic, fresh equipment is required to be imported. With tight FOREX supply, we are finding it extremely difficult to get access to FOREX to pay for this equipment. This will result in delayed projects and consequent degradation of services.

 Have you experienced are challenges like refueling your base stations or movement of your essential staff from law enforcement agencies?

Telecoms being one of the essential services, the law enforcement agencies have been extremely cooperative. This has helped us in keeping the vital operations like re-fueling of cell sites, carrying out repair and maintenance work going without any hindrance.

 What lessons can we learn from the current situation to get things done better as businesses and as a country?

This pandemic has completely changed the way work used to be done and transformed how companies engage and interact with their customers. Digitalization is the way forward. It is not only more cost efficient but also act as a turbo charger for productivity. Critical to add that a move towards digitalization will also need robust framework for data security and privacy related concerns.

Recently, the Naira was devalued, how does this affect your business?

Devaluation of Naira has certainly increased the cost of doing business. All the dollar denominated CAPEXes have suddenly got inflated by the devaluation. Similarly, cost of importing modems and other devices have increased. The devaluation is going to put significant financial burden on smaller operators. Similarly, cost of importing modems and other devices have increased. The devaluation and scarce availability of FOREX is going to hamper expansion of operations in a significant manner for smaller operators.

How has the lockdown impacted on telecoms services on the part of Spectranet?

The lockdown has presented quite a few challenges. Spectranet being a 24×7 service provider, the challenges are pretty much unique and related to ensuring site uptime in remote corners, ensuring call center operations with strict distancing rules, attending to customer complaints in their premises. All this needs to be done while ensuring safety of our people. Cost of operations has gone up significantly as urgent network upgrades have to be done to ensure un-compromised customer experience while browsing.

We have also seen an upsurge in call center volumes with customers enquiring about where to renew. This has resulted in deployment of more manpower. Humbling to mention that team Spectranet, with its utmost commitment to customer service excellence, has fared well in countering these challenges in double quick time

Checks showed that Spectranet customers are largely enterprises, I mean corporate bodies, but these entities are not opening offices, with most staff working from home. What is the percentage spike in traffic, either low or high?

Spectranet has a fair mix of enterprise, retail 4G LTE and HomeFiber ( FTTx) customers. While the traffic from enterprise customers has reduced, we have seen an upsurge in traffic from retail customers.

Overall, the data traffic in the network has increased over 30%. While this is a happy situation to be in, the sudden increase in traffic poses a challenge in terms of keeping up with the quality of service. In order to ensure that our customers experience is not compromised, Spectranet has acted fast and invested significantly to enhance capacities on the access and backhaul network.

What strategies is Spectranet putting in place to remain up and doing this period?

This pandemic has completely changed the way work used to be done and transformed how we engage and interact with our customers. Digitalization is the way forward. It is not only more cost efficient but also act as a turbo charger for productivity. Being a technology company Spectranet has been investing heavily in building up Digital channels. The pace of digitalization needs to be hastened up now.

Going forward, what is the fate of Tier 2 operators in the country?

Spectranet by virtue of its robust network with industry leading uptime figures, excellent customer service and an extremely strong brand, will continue to play its role as a leading Internet Service Provider. Our recent diversification into FTTx an WTTx based Fixed line services has further strengthened the position of the brand as numero uno in the industry. We will continue to invest in cutting edge technologies to offer high speed broadband in Nigeria, at par with international broadband standards.


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Irvine Partners CEO Rachel Irvine Sweeps Top Industry Honours in the UK and EMEA

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Irvine Partners, the woman-led, African-born creative communications agency operating across Nigeria, has cemented its position as a disruptive force on the global stage following a landmark week of international industry recognition for its CEO and founder, Rachel Irvine.

Irvine Partners CEO Rachel Irvine Sweeps Top Industry Honours in the UK and EMEA

Rachel-Irvine-CEO-Irvine-Partners

Irvine has been named to Campaign UK’s prestigious 40 over 40 list for 2026, while simultaneously earning a place on PRovoke Media’s Innovator 25 EMEA index – two of the communications industry’s most closely watched honours, secured in the same week. The achievement places her among the most influential and progressive communications leaders across Europe, the Middle East, and Africa.

For Nigeria – Africa’s largest economy and one of its most competitive and complex communications environments – the recognition speaks directly to something the local industry has long understood: that the strategic thinking, cultural intelligence and executional precision forged in African markets is not a regional advantage. It is a global one.

Irvine Partners brings this philosophy to some of the world’s most prominent digital and consumer brands in the Nigerian market, including TikTok, Spotify, Uber and Google – organisations that demand communications work of the highest international calibre, delivered with genuine local understanding.

An African agency rewriting the global narrative

Campaign UK’s 40 over 40 celebrates individual excellence, leadership and lasting impact within the British media and marketing landscape. PRovoke Media’s Innovator 25 spotlights those who are dismantling traditional PR structures, advancing data-led practice, and reshaping how the industry operates. To earn both in a single week is rare by any measure.

What underpins both honours is a story that begins not in London but in Africa – in the dynamic, high-stakes communications environments of markets like Nigeria, where agencies must be sharper, faster and more culturally precise than anywhere else in the world.

“These accolades are less about my own journey and far more about where Irvine Partners is going as a collective,” says Rachel Irvine. “For a long time, the global communications industry treated African agencies as local executors of global strategies. What we’ve proven over the past few years is that the technical craft, cultural capital, and data frameworks built within our agency are not just scalable for the continent; they are world-class.”

Built on the same ethos that works in Lagos

The recognition follows the agency’s strong performance at the IN2 SABRE Awards EMEA, where Irvine Partners took major wins for Unicorn School – its proprietary internal talent development programme – and for its advanced data analytics capability, alongside notable shortlists for global clients including Spotify and Uber.

Nigeria’s communications market is one of the most demanding in the world. Consumer audiences are sophisticated and discerning. The media environment is layered, fast-moving and deeply attuned to authenticity. Brands that succeed here do not do so through generic messaging – they do so through precision, cultural credibility and strategic consistency. These are precisely the competencies that Irvine Partners has built its international reputation on.

“The PR landscape has fundamentally shifted,” Irvine adds. “Clients no longer want siloed regional strategies; they want intelligent, culturally intuitive storytelling backed by bulletproof analytics that move the business needle. We built our foundations on that exact ethos in highly dynamic markets, and bringing that specific DNA to the UK and EMEA regions is why we are winning.”

The agency’s agile, borderless model – deliberately structured to move at the speed of modern brands rather than the pace of legacy networks- is one that Nigerian communications professionals will recognise as a natural evolution of how the best African agencies have always operated: lean, sharp and built for impact.

Underlying both honours is Irvine’s sustained commitment to talent development and cultural diversity across all of the agency’s wholly owned offices – a principle as central to its Lagos work as to any other market in its growing global footprint.


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Big Tech Shake-Up: Zuckerberg Announces Sudden WhatsApp Leadership Change

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Mark Zuckerberg, Meta Chief Executive Officer, has announced a major leadership change at WhatsApp, confirming that Will Cathcart will step down as head of the messaging service after seven years in office.

Big Tech Shake-Up: Zuckerberg Announces Sudden WhatsApp Leadership Change

Zuckerberg made the announcement in a post shared on Facebook on Monday, June 22, 2026, praising Cathcart’s contributions to the growth of the platform.

According to him, Cathcart played a key role in expanding WhatsApp’s global user base to over three billion people while promoting privacy-focused communication across its services.

“Will’s been one of Meta’s most important and effective leaders, helping to bring WhatsApp to over 3 billion people and championing privacy for our community,” Zuckerberg stated.

The Meta CEO also announced that Kunal Shal will take over leadership of WhatsApp.

He described Shal as a “builder” with strong international experience, adding that his leadership style aligns with Meta’s long-term vision for the messaging platform.

Meta said the transition is aimed at strengthening WhatsApp’s role in both personal and business communication globally, as the platform continues to expand its services across markets.

Industry observers say the leadership change marks a significant transition for WhatsApp, which has grown rapidly under Cathcart’s stewardship, particularly in areas of privacy, encryption, and enterprise messaging solutions.

However, Meta has not disclosed the exact timeline for the leadership handover or further structural changes within the messaging division.

The company reaffirmed its commitment to maintaining WhatsApp’s security standards and continued innovation under the new leadership.


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MTN Nigeria Commits to Ethical Conduct with IFRS S1, S2 Compliance

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MTN Nigeria has raised the bar for corporate disclosure in Africa after publishing its 2025 sustainability report in full compliance with International Financial Reporting Standards S1 and S2.

MTN Nigeria Commits to Ethical Conduct with IFRS S1, S2 Compliance

Dr. Karl Toriola, CEO of MTN Nigeria,

The report, independently assured by Ernst & Young, marks the telecom operator’s seventh consecutive annual sustainability publication and third year as an early adopter of the global framework ahead of its mandatory implementation.

Dr. Karl Toriola, CEO of MTN Nigeria, said, “strong governance and ethical conduct are foundational to our sustainability strategy. We reinforced compliance through our Conduct Passport Framework and robust internal controls.”

He added that “in May 2025, we became the first telecommunications company in Nigeria to publicly present a sustainability report on the Nigerian Exchange Group platform, an important milestone in our commitment to IFRS S1 and S2- aligned disclosure and accountability.”

The company also secured Carbon Disclosure Project ratings of ‘B-’ for climate change and ‘C’ for water security.

Under the IFRS S2 framework, the telecoms operator disclosed climate-related risks linked to flooding, heat stress, regulatory changes and possible future taxes or charges on carbon emissions, following a climate scenario analysis completed in 2024.

The report also showed that MTN Nigeria now uses a digital reporting format – XBRL. This makes its sustainability and governance data easier for investors and ESG rating agencies to access and analyse through automated systems.

The Company also carried out assessments to understand how sustainability issues affect both its business operations and society at large, while measuring its overall economic, environmental and social impact from 2021 to 2024.

In addition, over one-third of MTN Nigeria’s biggest suppliers (based on spending) have committed to supporting the company’s net-zero emissions goals, although these commitments have not yet gone through an independent audit or verification process.

 


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