Telecom
Telecom Operators’ Call Centres and Subscribers’ Issues

The adoption of Business Process Outsourcing (BPO) model by Global System for Mobile communications (GSM) in the management of their call centres has helped to a large extent in easing difficulties subscribers faces in accessing call centres.
Before the adoption of outsourcing model in the call centre operations, subscribers who have issues with their service hardly speak to humans for resolving such issues rather they where meant to follow interactive voice response system, in most cases does not resolve such issues.
But, with outsourcing, the chances of subscribers that put call to call centres to speak with humans have increased.
However, the greatest challenge facing outsourcing of call centres to the ‘so’ called experts is training.
Most of the attendants at almost all the GSM operators call centres are not knowledgeable in the products and services offered by the operators.
There have been situations where different attendants offer different explanations to a particular issue of a subscriber.
What this suggests is that the attendants are not properly trained in the products and services of operators they represent, rather emphases are concentrated on politeness of attendants to subscribers calling the centres as against training on services of the operator they interface with their subscribers.
Recently, this writer had issue with the service of transferring airtime to a subscriber which was not delivered while the airtime was deducted.
However, the writer put several calls to the call centre of the operators all the three attendants he spoke with could not offer explanation on what happened and how to revert the airtime that was deducted.
A call centre is operated by a company to administer incoming product support or information inquiries from telemarketing, clientele, product services, and debt collection are also made.
In addition to a call centre, collective handling of letters, faxes, live chat, and e-mail at one location is known as a contact centre.
A call centre is often operated through an extensive open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one more supervisor stations.
It can be independently operated or network with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs.
What this means is that a telephone or internet service provider that is based in Lagos with its major transmission equipment installed in Lagos can give service to a location such as Abuja or Uyo by simply installing another transmission equipment and trans-receiver station that will transmit calls from the sundry location to the major switch at Lagos.
Subscribers to the service in Abuja or Uyo as the case may be will enjoy the service without having to see the people rendering the service but agents not directly employed by the service provider as well as their equipment.
The question that arises is how can this subscriber reach out to the service provider when he or she has issues with the service? Such issues as recharging of phones, where recharge card numbers have been scratched off, SIM card issues among others.
These issues are addressed through contact to the service providers’ call centre located mostly at major towns or at the operational base of the operator depending on the coverage of the operator as well as the technology in use especially for internet service providers.
Subscribers of GSM networks in the country in the past 10 years have not had it smooth reaching call centres of their network to address issues.
There has been tells of woes as subscribers often time spend 60 minutes waiting to talk to call centre agent while others don’t ever talk to human beings but machine in the name Interactive Voice Response (IVR).
Interactive voice response (IVR), is a technology that allows a computer to detect voice and keypad to detect voice and keypad inputs, IVR technology is used extensively in telecommunications, but is also being introduced into Automobile system for handsfree operation. IVR System can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed.
IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices.
In telecommunications IVR systems generally scale well to handle large call volumes.
More so, the claim by operators that their call centre service is 24 hours has been found deceitful as none of the operators’ call centres could be reached between 8pm and 7am.
Efforts by Operators
As the industry gets matured operators have begun to adopt different strategies to manage their call centres for effective service delivery. MTN has expanded its call centres to accommodate large number of agents to be able to attend to many subscribers at the same time. The telecommunications giant has also refocused its management by outsourcing it to a more competent company for the management of its call centres for an improved service delivery.
Airtel on its part having identified call centre outsourcing as the way forward to addressing the inefficiency of management of its call centres have signed an agreement with Spanco to operate and manage its call centres.
Kapil Puri, Chairman & Managing Director, Spanco, said: “Bharti Airtel was the pioneer of adopting the BPO model across all its areas of operations in India. The experience and success that it achieved created a whole new sector in the country that is now regarded as the global centre of excellence for outsourcing.
Currently over 4,000 people are employed in Africa supporting Bharti Airtel’s customer service operations. Going forward the number of people employed in managing Bharti Airtel’s customer service functions will increase as Bharti Airtel expands its network and customer base.
It is the expectations of subscribers that as these initiatives and more take root, operators should intensify effort on training their call centres attendants on the products and services the offer for better understanding as well as improvement in their ability to resolving issues.
Telecom
20 Years of Digital Leadership: Layer3’s Legacy and the Road Ahead

In 2005, few could have predicted that a small Nigerian technology company would evolve into one of Africa’s most trusted IT infrastructure, cloud, and cybersecurity brands. Today, Layer3 celebrates 20 years of doing just that, transforming IT from a technical necessity into a strategic advantage for enterprises, governments, and innovators across the continent.
The Foundation: Trust Earned, Not Assumed
The Layer3 story begins where every great enterprise story should, with trust.
Over two decades, Layer3 has earned a reputation for reliability in a sector defined by change. Across multiple industries: finance, energy, health, government, and telco, clients have turned to Layer3 not only for solutions, but for peace of mind.
As Layer3’s CEO, Oyaje Idoko, succinctly puts it, “Uptime, SLAs, fast response, fixing issues permanently, that’s what real IT service means, that’s what we built Layer3 to deliver. However, it’s not just about systems, it’s about people. Our team is the backbone of that promise: engineers, support staff, and every Layeron who shows up every day to make excellence a standard, not an exception.”
From deploying core network infrastructure, distributed branch networks, and disaster recovery solutions for banks, telcos, and large enterprises, to ensuring uninterrupted cloud infrastructure for Africa’s fastest-growing startups, Layer3 has become synonymous with business continuity at enterprise scale.
The Powerhouse: Innovation Without Compromise
While trust laid the foundation, innovation became the fuel. In 2019, Layer3 launched Layer3Cloud, Nigeria’s first locally owned enterprise-grade cloud platform. At the time, many questioned whether Nigerian businesses were ready to migrate from on-premise infrastructure or to host their data locally. Five years later, Layer3Cloud is powering banks, fintechs, large enterprises, and governments, delivering secure, elastic, and scalable compute power at home.
Beyond cloud, Layer3 has continued to evolve with the times:
- Fiber infrastructure rollouts that connect enterprises and residences to the future.
- Enterprise-grade zero-trust cybersecurity frameworks deployed across financial and public institutions.
- AI-driven and software-defined network solutions through partnerships with global OEMs like Juniper Networks, HPE, Cisco, and Fortinet.
Behind every innovation is a team of engineers whose brilliance is matched only by their resilience.
Reflecting on Layer3’s journey, Oyaje Idoko highlighted the often-overlooked role of technical talent, “Behind every seamless connection and resolved incident is a network engineer who’s worked through the night, responded to a 3am call, and made sure systems stay up when it matters most. Shake their hand and ask them about routing, about switching. These are the unsung heroes powering Africa’s digital future. Indeed, Layer3’s engineers don’t just build networks, they build nations.”
The Shield: Defending Africa’s Digital Economy
In today’s world, trust and innovation mean nothing without security and at Layer3, cybersecurity isn’t just a service, it’s a mindset.
“We’ve built an elite team of cyber defenders, and we’re still growing. We defend banks, telcos, governments and organizations of all types and sizes. If you’re in Africa and serious about protecting your business, you should be speaking to Layer3”, says Godwin Michaels, Layer3 CTO.
Layer3 is at the frontline of defending Africa’s most sensitive data. From real-time threat intelligence and incident response to managed SIEM and penetration testing, the company is quietly but forcefully defending Nigeria’s digital borders.
This commitment has earned Layer3 the loyalty of institutions where downtime isn’t just an inconvenience, it’s a national risk.
Layer3 has also been recognized multiple times over the years as a leading player in the IT space across Africa.
Two Decades of Impact: Highlights at a Glance
Year Milestone
2005 Layer3 founded in Abuja, Nigeria as a Virtual Network Operator
2007 Expanded to Lagos and rolled out last-mile fiber infrastructure across Abuja and Lagos
2008 Expanded into enterprise networking and managed services
2015 Launched cybersecurity division
2019 Launched Layer3Cloud, Nigeria’s premier local cloud platform
2021 Rolled out Layer3Fiber, an FTTH service expanding broadband to homes and small businesses
2025 Celebrates 20 years with thousands of projects completed across sub-Saharan Africa and counting
Shaping Africa’s Digital Future: The Road Ahead for Layer3
As Layer3 enters its third decade, its sights are set higher: expansion into new African markets, hybrid cloud deployments, AI-driven network infrastructure, digital public infrastructure solutions, and most importantly, developing the next generation of African tech talent.
According to Oyaje, “Layer3 was built on the belief that African businesses deserve world-class technology delivered by people who understand the terrain. That vision hasn’t changed, it’s only gotten bigger.”
From a startup with a dream to a national asset securing the future, Layer3 has become more than a technology company, it’s a legacy of excellence.
To our clients, partners, regulators, and Layerons, thank you for 20 years of belief.
Here’s to 20 more years of trust, innovation, and impact.
We are Layer3. We deliver peace of mind.
Telecom
Y’ello Care’s 21-Day Campaign Bridges Digital Divide for Thousands Nationwide

In a nation where the Information and Communications Technology (ICT) sector contributed a 19.78% to Nigeria’s real Gross Domestic Product (GDP) in Q2 2024, the recently concluded Y’ello Care initiative, which ran from June 1 to June 21 2025, has demonstrated how digital tools can transform lives at the grassroots level.
This year’s program, themed ‘Connecting at the Roots,’ directly aligns with Nigeria’s National Digital Economy Policy and Strategy 2020-2030, which seeks to leverage digital technology for comprehensive economic growth.
Y’ello Care’s focused efforts are crucial in bridging the existing digital divide, especially given that while mobile phone penetration has reached 84%, equitable access and digital literacy remain key challenges for many of Nigeria’s over 163 million internet users.
At the core of the employee volunteerism initiative was a comprehensive approach to digital inclusion. The program delivered extensive training and empowerment sessions covering vital areas such as digital literacy, artificial intelligence, financial inclusion, content creation and monetisation, personal branding and employability.
A significant component of the initiative involved the donation of essential technological resources. Over 86 desktop computers and 133 learning devices were distributed, providing tangible tools for education and skill development.
Furthermore, the deployment of over 400 connectivity tools, including routers and MiFi devices, has significantly enhanced internet access, laying the groundwork for sustainable digital engagement.
To complement these efforts, thousands of branded kits, educational supplies, and business support items were also distributed, directly aiding beneficiaries in their learning and entrepreneurial pursuits.
These tangible contributions directly address the infrastructure gaps that hinder digital inclusion, particularly in underserved communities.
Solar power infrastructure was installed in selected schools, ensuring sustainable access to Information and Communication Technology (ICT) even in areas with unreliable power grids.
The impact of this 21-day intensive program is evident in its impressive reach. The initiative directly benefited over 8,932 individuals across diverse communities, schools, and health centres. The Medical Official of Ikoyi/Obalende Local Council Development Area (one of the beneficiaries of the Y’ello Care programme), Dr Akintayo Akintoba Adebayo, expressed profound admiration for the recent donation by the company. He said he was “speechless” at the positive developments unfolding daily in the area and noted that the donated items were essential medical supplies poised to significantly enhance healthcare delivery in the local government.
This undertaking was made possible by the dedication of over 1,145 staff and volunteer facilitators, who committed more than 3,947 volunteer hours across 18 divisions and national sessions.
Their collective efforts underscore the power of human connection in driving digital transformation and creating lasting positive change.
In conclusion, the Y’ello Care initiative stands as a powerful testament to the potential of collaborative efforts in addressing societal challenges. By combining technological innovation with dedicated human support, this and similar programmes bridge digital divides and empower countless individuals, fostering a more inclusive and digitally literate society from the ground up.
Telecom
Court to Decides on 9Mobile Ownership Tussle September 24

Federal High Court in Abuja has fixed September 24 to rule on several applications in the case of Abubakar Ismaila Isa, a businessman, who claims that his 43 million shares were allegedly transferred to Emerging Markets Telecommunication Services Limited, operating under the trade name 9mobile, without his consent.
The matter before Justice Mohammed Umar on Wednesday, was filed by Isa’s legal team led by Femi Atteh, SAN, in suit number FHC/ABJ/CS/1971/2024.
The plaintiff seeks an order declaring him the “beneficial owner of the 43,000,000 (forty-three million) ordinary shares held in trust for him by the 1st Defendant (Seltrix Limited) in the capital of the 3rd Defendant (Teleology Nigeria Limited).”
He accused Seltrix Limited of purportedly transferring the said shares to 9mobile without his consent, resulting in the alleged illegal change of control of 9mobile to LH Telecommunication Limited by the Corporate Affairs Commission and Nigerian Communications Commission.
Joined as defendants in the suit are Seltrix Limited, Hayatu Hassan Hadeija, Teleology Nigeria Limited, Mohammed Edewor, Emerging Markets Telecommunications Limited, CAC, NCC, LH Telecommunication Limited and General Theophilus Yakubu Danjuma (Rtd) (first to ninth defendants).
A counter-affidavit sworn to and filed on behalf of Seltrix Limited, Hadejia had described the plaintiff’s application as a reckless abuse of the court process.
He urged the court to dismiss the application and award substantial costs against the plaintiff.
He also demanded concrete evidence of any trusteeship arrangement involving him or Seltrix Limited concerning the alleged N43 million ordinary shares in the capital of the third defendant, Teleology Nigeria Limited, or any matter related to the suit.
Hadejia stated that the plaintiff’s motion, dated 27 January but filed on 28 January, was a fabrication designed to mislead the court.
At the resumed hearing, Michael Aôndoakaa, SAN, counsel for Teleology, 9mobile, and others, drew the court’s attention to his preliminary objections, asking the court to strike out the case for “being statute-barred” as it was filed out of the stipulated time required.
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