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Tigo Launches Call Centre in Tanzania

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By Dipo Olowookere

Tigo, Tanzania’s leading Digital Lifestyle company, has announced the opening of a new state of the art Call Centre, the first of its kind in the country.

Boasting the latest technology, the Call Centre complete with embedded data security measures to protect customer information and identity, has been designed to offer Tigo customers dedicated world-class service.

Migrating from E1 to the latest in Call Centre technology – the Session Initiation Protocol (SIP), allows for wide range of functionality and agility necessary to service Tigo’s dynamic 10 million-strong, and growing, loyal customer base.

With USSD/SMS platform for query follow-up and escalation and 100% CRM monitoring of customer satisfaction, Tigo’s customer service is expected to rocket sky high.

Operating 24 hours to serve 55,000 customers daily, every day of the week, and programmed to escalate customer queries every 2 hours, the Call Centre will provide swift resolution to customer queries, drastically reducing call queues.

Hosting such high volumes of customers daily, the Call Centre will also provide an ideal platform to daily receive and respond to customer feedback.

Commenting on the new Call Centre at the ribbon-cutting ceremony that marked its launch, Tigo’s Managing Director, Diego Gutierrez said: “Our investment in this new Call Centre underscores our commitment to grow and diversify the channels through which we reach our customers.

“Our business partners and customers can now look forward to receiving the most advanced customer care available in the country, buttressed by professional Call Centre agents ready to provide excellence in customer service.”

Gutierrez added that the Call Centre is equipped with a training facility for its world class service agents.

He is confident that the high-end facility will provide a unified approach to dealing with customers, thus improving the overall performance and effectiveness of customer support, a key Tigo customer care priority.

The facility is supported by the PCCI Group, a market leader in customer experience and operations outsourcing worldwide.

PCCI operates 20 locations across the globe with 7,000 employees dedicated to support Tigo Tanzania’s facility in providing a unique, personalized and harmonized customer experience platform.

Keeping in step with current trends, the PCCI Group will offer Tigo customers both traditional voice call centre as well as new digital customer service solutions that include social media, e-chat and email.

“We are pleased to partner with one of the world’s leading telecommunications company, Tigo, as the partner of choice to manage its Call Centre in Tanzania. The deployment of this new Call Centre is supported by the PCCI Group’s local experts and by the command centre of the Group based in Dubai. Also, as part of this partnership, the PCCI Group will employ more than 500 people to support local talent,” said Nidal Kamouni, PCCI Group CEO.

Speaking at the function, Tigo’s Head of Customer Operations, Zaeem Khan re-affirmed the trailblazing Telecom company’s commitment to providing cutting-edge technology to its customers, noting that the new Call Centre once again reinforces Tigo’s position as market leader in its segment.

Khan committed “We would like to assure our customers that through the Call Centre, they will continue receiving superior, seamless customer service experience, personalized interactions and proactive engagement from our well-trained teams”.

He elaborated that it is Tigo’s ability to adapt to shifting consumer dynamics and desires that has enabled it to effectively deliver great end-to-end experience that makes it stand head and shoulder above the rest.

Dipo Olowookere is a journalist based in Nigeria that has passion for reporting business news stories. At his leisure time, he watches football and supports 3SC of Ibadan. Mr Olowookere can be reached via [email protected]

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Telco Subscribers Threaten to Sue Over 50% Tariff Hike

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telco subscribers Nigeria

By Adedapo Adesanya

An association representing the interest of telecommunication subscribers in Nigeria has rejected the 50 per cent tariff increase announced by the Nigerian Communications Commission (NCC) and has threatened legal action.

On Monday, the NCC approved a 50 per cent tariff increase for telecom operators in the country, the first since 2013.

The 50 per cent call was lower than the 100 per cent recommended by the other stakeholders, including the Association of Licensed Telecommunications Operators of Nigeria (ALTON) and the Association of Telecommunications Companies of Nigeria (ATCON), which has members like MTN and Airtel.

Now in response, the National Association of Telecoms Subscribers (NATCOMS) has faulted the move, saying the 50 per cent was too high and called for another review.

The association’s president, Mr Deolu Ogunbanjo, said on Channels Television’s Lunchtime Politics, monitored by Business Post on Tuesday, that the body would approach the courts if there’s no reversal.

He noted that Nigerians are already bearing the brunt of a cost of living crisis, adding that the 50 per cent hike which was supposed to reprieve from the initial 100 per cent recommendation, was still not acceptable.

“It is not it at all. It is so much for subscribers to bear. Already, we are grappling with a lot of things that are surrounding the business climate here… fuel cost, electricity cost, and all that… you are now looking at telcos asking for 100 per cent and NCC now is granting them 50 per cent It is a no-no,” he said.

“We are definitely not going to accept this,” he declared.

The NCC, announcing the hike on Monday, said the increase was pursuant to its power under Section 108 of the Nigerian Communications Act, 2003 (NCA) to regulate and approve tariff rates and charges by telecommunications operators.

“…Over 100 per cent requested by some network operators was arrived at taking into account ongoing industry reforms that will positively influence sustainability.

“These adjustments will remain within the tariff bands stipulated in the 2013 NCC Cost Study, and requests will be reviewed on a case-by-case basis as is the Commission’s standard practice for tariff reviews. It will be implemented in strict adherence to the recently issued NCC Guidance on Tariff Simplification, 2024,” the announcement statement noted.

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NCC Approves 50% Hike in Call, SMS, Data Tariffs

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By Adedapo Adesanya

The Nigerian Communications Commission (NCC) on Monday approved a 50 per cent tariff increase on calls, SMS, and internet data for telecoms companies in the company.

This comes after telcos suggested a 100 per cent hike in the tariffs, the first of such changes in over 10 years.

Despite the recommendation, the NCC was concerned about the impact this would have on Nigerians, who are battling a cost of living crisis.

The NCC rationalised the 50 per cent hike, saying it wanted to strike a balance between protecting consumers and ensuring the industry’s sustainability.

“The adjustment, capped at a maximum of 50 per cent of current tariffs, though lower than the over 100 per cent requested by some network operators, was arrived at taking into account ongoing industry reforms that will positively influence sustainability,” a statement from the NCC read on Monday night.

Recall that the Minister of Communications, Innovation and Digital Economy, Mr Bosun Tijani, has said the federal government may consider between 30 and 60 per cent hike in tariffs.

“I think it should not be more than anywhere between 30 and 60 per cent,” he said during an interview recently.

On his part, the Chief Executive Officer of MTN Nigeria, Mr Karl Toriola, said telcos are proposing a 100 per cent increase in tariffs to the Nigerian government.

He, however, pointed out that it won’t get such approval but said a substantial change, beneficial to all stakeholders, could be agreed upon.

It is not certain what the reaction of the telcos may be concerning this new development. If they disagree with the approval, it may lead to another round or dialogue or limitation of service offerings.

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Nigerians Hail Acceptance of Naira for AWS Cloud Subscription

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Amazon Web Services

By Modupe Gbadeyanka

The acceptance of the Naira for payments for cloud services in Nigeria by global cloud leader, Amazon Web Services (AWS) has continued to excite its customers in the country.

Before now, Nigerians subscribing to the company’s cloud services were forced to purchase foreign currencies, particularly the United States Dollar (USD).

But to make transactions easier for its teeming clients in the country, AWS announced it was now accepting payments in local currency.

“With payments in their local currencies, customers can avoid foreign exchange costs associated with making foreign currency payments.

“This also removes payment friction for customers in countries where local regulations put limits on the foreign currency amount a customer can access,” the American firm said in a statement.

By lowering the barrier for Nigerian companies to pay for cloud services in their local currency, AWS has given itself an edge, but the growing local alternatives may still present a challenge.

The organisation said it is not just about price anymore—it’s about local relevance and helping businesses navigate the complexities of Nigeria’s economic environment.

The decision of AWS to accept naira payments comes in response to the growing appeal of local cloud providers in Nigeria.

Recall that in January 2023, the firm launched its AWS Local Zones facility in Lagos to reduce latency and improve performance for Nigerian businesses—often an important factor since many Nigerian companies host their services in AWS’s European region due to geographical proximity.

By offering a new payment option alongside this infrastructure, AWS can solidify its foothold in the Nigerian market, especially as local providers continue to present an attractive, economically aligned alternative.

“This is a welcomed development. We have been waiting for this to happen for a long time. I am glad it has finally become a reality. I don’t need to buy forex (foreign exchange) to pay for Amazon cloud services,” a tech enthusiast based in Lagos, Mr Kolade Adewale, told Business Post.

“I want to believe that the competition from Microsoft’s Azure may have forced AWS to include the Naira as a payment option. This is what competition does to the market. You can see such in the telecommunications and petroleum sectors with Dangote Refinery,” another tech enthusiast, Mr Goke Fashina, said.

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