Telecoms operators warn against using QoS to rate sector

ALTON’s Chairman Gbenga Adebayo, who spoke in Lagos while conducting journalists round a customer care centre facility run by CNSSL on behalf of MTN Nigeria, warned against evaluation of the sector based on quality of services considering the value telecoms has added to the Nigerian economy.Adebayo described poor public perception about the sector due to […]

ALTON’s Chairman Gbenga Adebayo, who spoke in Lagos while conducting journalists round a customer care centre facility run by CNSSL on behalf of MTN Nigeria, warned against evaluation of the sector based on quality of services considering the value telecoms has added to the Nigerian economy.
Adebayo described poor public perception about the sector due to assessment of QoS as a bad omen for industry growth as this has seen the rating of all players going down south.
He said: “No one is talking about the impact of employment creating again, no one is talking about the FDI of telecoms, no one is talking about the development of our national economy, for an industry that is contributing over eight per cent to our GDP.”
Adebayo stressed the need for protection of telecommunications sector as very important step  as one of the highest contributors to the national Gross Domestic Products (GDP), which is above 10 per cent and also one of the highest consistent contributors to Nigeria’s Foreign Direct Investments (FDI) in the last 13 years.
He said the banking sector which contributed only four per cent to the nation’s GDP doesn’t have 100per cent customers’ satisfaction yet banks are not being rated by some of the poor experiences people have with their services.
The ALTON’s chairman described the inability to adequately explore the investments opportunities in Business Processing Outsourcing (BPO) in the telecoms sector has a setback in Nigeria.
Adebayo said Nigeria can leverage on potentials in BPO with abundance human and natural resources to bridge the unemployment gap in the country.
Adebayo citing the example of CNSSL said the company currently has employed over 6000 Nigerian graduates across the six locations of the call centre in Lagos, Kano, Kaduna and Ilorin.
He said with three centres in Lagos, Kano, Kaduna and Ilorin, CNSSL handles over two million in-bound calls for MTN per day to resolve one problem or the other facing its subscribers.     
Adebayo explained that BPO is about contracting the operations and responsibilities of specific business functions or processes to a third party service provider typically categorized into back office outsourcing and front office outsourcing, which includes customer-related services such as contact center services.