Anthony
Nwakaegho/DigitalSENSE Business
News
In view of groaning on poor quality of service by telecom
subscribers, Etisalat Nigeria is said to engage the customers in its network in
forum in order to get feedback on the company performance in teams of quality
of services to its subscribers in Nigeria.
The Director Network Engineering, Etisalat Nigeria, Mr Temi
Ogunbambi in an interview with DigitalSENSE
Business News at the just concluded 4th annual NigeriaCom 2013
in Lagos, said that his team spends a lot of time looking at the statistics of
the company’s network and then invite members of the public who use the network
to give feedback on how the company is performing.
“We have customers’ engagement for regular section across the country
and about a week ago, Etisalat held a customer’s forum in Kaduna State, and the
overwhelming response about Etisalat Nigeria is that we are doing a good job.
The things which are outside our control, we cannot be held responsible for how
the other networks are doing when you call between networks, but unfortunately
when something goes wrong everybody tar all the operators with the same brush.
“What you need to look at is the statistics that came out of the Nigerian Communications Commission (NCC) on
Mobile Number Portability (MNP). Those who have done their home work are voting
with the wallet and moving to the network that offer them quality and that
network I believe is Etisalat Nigeria,” he said.
He also revealed that the company is investing significantly in
customer care system to expand it, so that when a call cannot get through to
somebody, the person can leave a message to enable the recipient to call back.
He said further, that the company uses an unrelenting approach to
making sure that they deal with problems in a timely manner, and notes that
there are a lot of challenges with operating a network in Nigeria so the
company try hard to design around that problem in logistic and engineering
perspectives.
“This is how we believe we differentiate ourselves in this market.
I am not saying we are perfect, we still have a lot of work to do to take us to
the next level, but I believe that we are well and truly on the way,” he said.
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