Home News Customer Care Agents: Telecoms users lament unresolved problems

Customer Care Agents: Telecoms users lament unresolved problems


LAGOS – Some consumers on Saturday in Lagos said that Customer Care Centres of telecom companies need to do more in resolving problems experienced their networks.

In separate interviews with the News Agency of Nigeria (NAN), the telecom consumers said that the centres were unable to provide solutions to numerous problems of callers.

Mr David Okoli, a student of the Michael Okpara University of Agriculture, Umudike, told NAN that it took time for agents to pick up the help lines, when subscribers called.

“I don’t need to mention names because I have all the networks. All customer care networks in Nigeria provide terrible services most times.

“You have to end the call to them because they won’t pick; when they do, Oh! my goodness, it is really a pathetic experience,’’ Okoli said.

He called for training and retraining of the agents to enable them to perform better.

Mr Michael Adewole, a businessman, said that the customer care agents were not conversant with some of the problems being experienced on their networks.

“Some of them will say to you that they are experiencing system shut down, when you call back and another agent picks, he or she will give another excuse,” Adewole said.

Mr Paul Nwanyanwu, a businessman, complained that the customer agent of his service provider had the habit of putting him on hold for a long time and while on hold, sometimes, the call would drop.

Nwanyanwu said there was the need for the telecoms operators to engage more customer agents and train them to respond promptly to subscribers.

Reacting to the complaints, Mr Gbenga Adebayo, the Chairman of the Association of Licenced Telecommunications Operators of Nigeria (ALTON) told NAN that the agents were trained on a daily basis.

Adebayo said that the training sessions were done daily because there were new technologies, new features and new applications that were developed.

According to him, some issues reported by subscribers sometimes need further resolution, hence, may not be addressed immediately.

“Whether they are able to resolve problems at first line resolution or second line resolution are different things.

“Sometimes, some issues are resolved at first call, and we call it first call resolution.

“Some issues are resolvable by forward escalation to other units and departments within the organisation, depending on the nature of the problem.

“So we may not be right to say that sometimes the call agents or centres are not able to resolve issues,” Adebayo said.
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The ALTON chairman, said that the agents were trained on a daily basis so as to be able to bridge the knowledge gap and move in line with international trends. (NAN)
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