Business
Operators Advise Subscribers On Issues Resolution
The Association of Li
censed Telecommunications Operators of Nigeria (ALTON) has advised subscribers to use self-help lines provided by the service providers to resolve their telecoms issues.
The ALTON Chairman, Mr Gbenga Adebayo, told newsmen in Lagos on Wednesday, that operators were doing the best they could to ensure that subscribers’ problems were solved.
Adebayo said service providers had introduced several self-help measures in order to address customers’ worries.
“The self-help lines, such as online resolution, guidelines through a few processes on the telephone and on the computer are some of the solutions that are provided in order to reduce dependence on the call centres,” he said.
According to him, it is not unusual to have traffic in the customer care help lines at some point.
The ALTON chairman added that the congestion experienced by telecoms consumers while trying to reach operators call centres were obtainable in other countries.
“When I was abroad and made a call to my service provider, I did it twice on two different days.
“The first day, I was held on the queue for 52 minutes and the second day, I was held on the queue for 1:10 minutes before I could speak with a customer care personnel, and that was in the United Kingdom, a developed economy.
“But they also gave me other options, such as going online to resolve my problem or dialling a few codes on my telephone to resolve the issue.
“‘So, what we have today in the industry is not unusual, but it can be better, there is always room for improvement and the players are doing the best they can in that regard,’’ he said.
In a separate interview, the President of the Association of Telecommunications Companies of Nigeria (ATCON) Mr Lanre Ajayi, underscored the need for the expansion of their customer care centre capacity.
Ajayi said that from all indications, there were more customers than what the customer care representatives could cope with.
“I think what the operators have to do is to expand the capacity, putting more people at the customer service centres,’’ he said.
On his part, the President of the National Association of Telecommunications Subscribers (NATCOMS), Chief Deolu Ogunbanjo, also urged telecoms operators to be more effective in their customer care services.
Ogunbanjo told reporters that telecoms consumers were always kept waiting for longer time whenever they called operator’s customer care centres to resolve telecoms issues.
According to him, going to the customer care centres physically was not convenient as subscribers are also kept waiting, while the representatives direct the customer’s complaints to the appropriate quarters.
“They don’t have a means of attending to complaints, they just keep you waiting. In most cases, only few complaints are resolved to the satisfaction of the subscribers.
“There should be more customer care centres built,’’ he said.
MoniePoint Inc. a digital financial firm in Nigeria, has said it is empowering community pharmacists across the country with innovative payment solutions to improve access to drugs.
The financial firm said it had also provided loans for pharmacists under the aegis of the Association of Community Pharmacists of Nigeria (ACPN) to drive healthcare delivery in the country.
MoniePoint in a release titled, “Inside Nigeria’s community pharmacies: How Moniepoint drives healthcare access with payments and funding”, has reaffirmed its commitment to providing digital payment solutions to improve health outcomes in Nigeria.
The release examined how community pharmacies play a crucial role as vital access points for medical care in Nigeria, especially in areas with limited hospital or clinic access.
According to the release, the ACPN National Chairman, Ambrose Igwekwam, highlighted the critical role played by community pharmacies in Nigeria’s healthcare system over the years.
Igwekwam, however, expressed concerns over the challenges confronting the nation’s pharmaceutical industry which he said was hindering access to affordable medicines.
The pharmacist listed poor infrastructural systems, power, transportation, regulatory bottlenecks, importation dependency, and limited research opportunities as major challenges facing the pharmaceutical sector.
He also stressed the need for robust collaborative efforts with institutions like Moniepoint to strengthen the sector.
“As Nigeria continues to grow, improving local pharma manufacturing to meet the demands of this growth presents a key opportunity for us all.
“There is also the African Continental Free Trade Area Agreement, which is expected to boost our industry, especially when we start producing our drugs locally, which will provide the much needed foreign exchange from exports.
“We are also seeing advancements in digital health and technology which would hopefully deepen the practice of e-prescription in Nigeria”, the ACPN boss said.
Corlins Walter
In order to enhance customer service and streamline operations, the Chartered Insurance Institute of Nigeria (CIIN) has called on stakeholders in the insurance industry to embrace Artificial Intelligence (AI).
The President of the institute, Yetunde Ilori, made this call at the 2024 Office Representatives Committee (ORC) Workshop, organised by the institute, with the theme “AI and the Future of the Insurance Industry”, in Lagos.
Ilori at the event, emphasised the importance of AI adoption, noting that it was not a threat to jobs but rather a tool to improve efficiency across the insurance sector.
“It is not about AI taking over our jobs, but about us using AI to simplify processes and give maximum satisfaction to all the customers we serve whether as underwriters, brokers, loss adjusters, or in educating our members”, she said.
The workshop, which brought players in the insurance sector together, aimed to address how AI could be leveraged to transform business processes and improve customer interactions.
The Chairman of the ORC, Monica Nwachukwu, underscored the role of AI in modernising the industry, adding, “AI can automate customer and claims processes, allowing insurers to provide faster and more efficient services to their customers”.
She explained how AI could help extract data from legacy systems, enhancing decision-making processes.
“By integrating AI with APIs, insurers can feed valuable data into AI solutions to improve operations and customer service”, she added.
In his address, the Managing Partner of A4S and Training Heights, Orlando Odejide, stressed the need for companies to align their strategies with future technologies like AI, especially as they prepare for 2025.
“Any organisation that wants to grow into the future must have its strategic plan in place. If your strategy for 2025 is not ready, it should be done by October”, he advised.
He encouraged participants to think critically about how AI could be integrated into their business models to ensure they remain competitive.
“The idea is for you to use this workshop as a platform to think about your organization and how AI can help streamline your processes and improve growth”, Odejide noted.
In order to gain global respect and recognition, the National Space Research and Development Agency (NASRDA) has reaffirmed its determination to pursue its goal in ensuring that Nigeria’s space capabilities are recognised on the world stage.
The agency also reaffirmed its commitment to positioning Nigeria as a key player in the global space economy.
In a statement by the Director of Media and Corporate Communications, Dr. Felix Ale, NASRDA revealed that the Director-General of the agency, Matthew Adepoju, emphasised this during recent engagements at the 79th United Nations General Assembly and the Nigerian Association of Chambers of Commerce, Industry, Mines and Agriculture (NACCIMA) and Global Alliance Business Association international conference in Michigan, United States.
The statement noted that Adepoju outlined a forward-thinking agenda, stressing the importance of Nigeria’s space programme as a leader in research, exploration, and technological innovation.
“Our goal is to ensure that Nigeria’s space capabilities are recognised on the world stage.
“We must foster collaborations with global space agencies to enhance our satellite capabilities and technological infrastructure”, he stated.
The NASRDA boss said the agency is focusing on enhancing satellite capabilities, expanding international collaborations, and leveraging space science for national development.
He said NASRDA will have no stone unturned in pursuit of excellence, ensuring the agency secures the necessary resources and recognition to propel it forward.
“The relationships we build today will pave the way for tomorrow’s advancements in space science.
“Innovation and progress thrive in an environment built on collaboration and inclusivity”, he stated.
He emphasised that with the support of the government, international partners, and a dedicated team, NASRDA is poised to make significant strides in the evolving global space landscape.
“We are on the brink of a new era for Nigeria’s space agency. Together, we will ensure our nation stands out in the global space economy”, he said.
Corlins Walter