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Telecom

Airtel Restates Commitment to Excellence in Customer Experience

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Airtel, a telecommunications provider, is celebrating Customer Service Week with a renewed commitment to delivering exceptional customer experience. The weeklong annual celebration highlights Airtel’s dedication to recognizing and appreciating its customers, who are at the heart of the company’s operations.

Speaking at the launch of Customer Service Week, during a groupwide Employee Townhall, Airtel Africa CEO, Sunil Taldar, reaffirmed the company’s commitment to providing superior experience and enhancing the customer journey across all touchpoints.

“At Airtel, our customers are at the heart of everything we do; they are the reason we exist. Our commitment to delivering excellence in customer experience is unwavering, and we continue to invest in innovative solutions and dedicated teams to meet and exceed customer expectations,” said Mr. Taldar.

During the Week, all employees across the functions are encouraged to go out in the field to engage with our customers to understand their expectations and engage with the customer-facing teams to know how best to support them to serve the customers.

Key Initiatives for Customer Service Excellence:

  1. Enhanced Digital Platforms: Airtel continues to upgrade its digital platforms, making it easier for customers to access services, resolve issues, and provide feedback.
  2. 24/7 Customer Support: The company has strengthened its customer service team, providing round-the-clock support through multiple channels, including phone, chat, and social media.
  3. Personalized Customer Engagement: Airtel is leveraging data and analytics to offer personalized solutions, ensuring each customer’s needs are met promptly and effectively.
  4. Customer Feedback Integration: The company actively listens to customer feedback and incorporates suggestions into service improvements, reinforcing its customer-first approach.

“Our goal is to be the most customer-centric telecommunications company, where every interaction leaves our customers delighted and valued. This Customer Service Week is not just about celebrating our customers but also about recommitting ourselves to the highest standards of service excellence,” the CEO added.

As Airtel continues to drive innovation and expand its offerings, the company remains focused on building lasting relationships with its over 160m customers in its 14 markets in Africa, ensuring they remain at the core of its strategic decisions.

 


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Telecom

9mobile Nigeria Inks Agreement to Roam with MTN

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9mobile, Nigerian operator, has reportedly gained approval for roaming on the MTN Nigeria network in a deal that some commentators suggest could improve its position in the market and, more specifically, tempt back lost subscribers.

9mobile Nigeria Inks Agreement to Roam with MTN

After finally gaining regulatory approval from the Nigerian Communications Commission (NCC), 9mobile plans to launch national roaming services on the MTN network from this month.

Under the agreement, 9mobile subscribers will gain access to MTN’s infrastructure for calls, texts and data in areas where 9mobile’s coverage is weak or unavailable.

For 9mobile, the deal offers a cost-effective way to expand coverage without the heavy investment required for nationwide infrastructure.

According to ITWeb Africa, the decision comes nearly five years after initial discussions – much longer than expected due, the Techloy news service said, to regulatory bottlenecks, shifting market conditions, and unclear execution timelines.

It may, however, prove pivotal for 9mobile, whose market share has dwindled to 1.72% in April 2025, down from 6.6% in 2020 when the proposal was first submitted. Indeed, in 2015 the company once known as Etisalat Nigeria had over 23 million subscribers and a 15.7% market share.

Of course, there’s also something in this for MTN. In exchange for network access, MTN gains utilisation rights to 9mobile’s underused spectrum in the 900MHz, 1800MHz, and 2100MHz bands – key frequencies for expanding coverage and improving data capacity.

For MTN, which serves over 84 million subscribers, this additional spectrum could reduce congestion and improve service quality.

The company has also had financial difficulties in the Nigerian market due to the naira’s substantial depreciation; this deal could support better service provision at a reduced cost.

That said, MTN Nigeria’s results for the first quarter to March 31 2025 were apparently much improved, and the company recently announced a massive capital expenditure drive for 2025 of some NGN900 billion (US$568.5 million) as it seeks to significantly enhance network service quality in major cities like Lagos and Abuja and extend improvements to other areas.


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Banks, Telcos to Start Deducting USSD Charges from Airtime  Today

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Banks and telecom companies will begin deducting USSD banking charges directly from customers’ airtime instead of their bank accounts beginning from today, June 3.

Banks, Telcos to Start Deducting USSD Charges from Airtime  Today

USSD, otherwise Unstructured Supplementary Service Data, is a communications protocol used by GSM cellular telephones to interact with a mobile network operator’s computers.

First City Monument Bank (FCMB) announced this change in an e-mail message to customers, following a directive from the Nigerian Communications Commission (NCC).

Key details:

Each USSD session will cost ₦6.98 per 120 seconds, charged by your mobile network.

You will be asked to approve the charge before it’s deducted from your airtime.

If you prefer, you can use other banking channels like ATMs, mobile apps, or internet banking.

This change is part of a move to end the long-standing debt dispute between banks and telecoms over unpaid USSD fees.

As of late 2024, banks owed telecom companies ₦160 billion. For example, MTN was owed ₦42 billion by Nigerian banks.

By shifting USSD fees to customers’ airtime, the telcos aim to recover these debts and avoid future issues.

 

 

 

 

 

 

 

 

 

 

 

 

 

 


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IHS Nigeria Moves to Enhance G4S Secure Solutions Site Patrols and Increase Operational Efficiency with Patrol Vehicles

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L-r: Sylva Ifedigbo, Associate Director, Corporate Communications, IHS Nigeria, Dominic Ekesiobi, Electronic Systems Service Director, G4S Secure Solutions, Sadisu Jibrin, Director, Administration Operations, and Jubril Saba, Vice President, Operations, both from IHS Nigeria with Jonas Ahl, Managing Director, G4S Secure Solutions, Bukky Bademosi, Head of Sales, G4S Secure Solutions, and Bukola Konkwo, Associate Director, Operations Excellence, IHS Nigeria, at the commissioning of 65 response
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IHS Nigeria, a subsidiary of IHS Holding Limited and one of the largest independent owners, operators, and developers of shared telecommunications infrastructure in the world by tower count, has formally commissioned 65 Response, Patrol, and Escort (RPE) vehicles to G4S Secure Solutions Nigeria Limited, its long-standing security partner.

The commissioning ceremony which held in Ikeja GRA, Lagos, underscores IHS Nigeria’s commitment to operational excellence, safety, and strategic partnerships.

The fully equipped vehicles, customized with radio systems, public address systems, medical kits, ladders, and amber lights, are expected to significantly enhance G4S’s patrol capabilities and enable proactive risk mitigation across IHS Nigeria’s infrastructure footprint in the country.

Speaking at the event, Jubril Saba, Vice President, Operations at IHS Nigeria, remarked: “IHS Nigeria is delighted to formally hand over these Response, Patrol and Escort (RPE)  vehicles to our valued security partner, G4S Secure Solutions Nigeria Limited. As a company, we recognize that the success of our operations lies not only in our technology and infrastructure but also in the strength of the partnerships we build and sustain.

G4S has been an essential partner in protecting our sites, supporting our teams, and ensuring operational continuity across the country. This initiative is more than just a commissioning of vehicles; it is a reaffirmation of our commitment to the safety of our people and assets, our drive for operational excellence, and our belief in strong partnerships.

We understand that securing our infrastructure and communities is critical to sustaining high-quality services nationwide, and we are confident this fleet will enhance G4S’s capacity to support us.”

Also speaking at the event, Jonas Ahl, Managing Director of G4S Secure Solutions Nigeria Limited, expressed his appreciation for the partnership:

“We are proud to receive these 65 custom-built patrol vehicles from IHS Nigeria. Each unit is fully outfitted to meet the specific security needs of our operations, equipped with communication systems, emergency response tools, and visibility-enhancing features. These vehicles will not only improve our response times and field presence but also enable us to reduce risk and deter criminal activity more effectively.

I would like to thank the IHS team for their excellent collaboration throughout this project. We are proud to serve IHS and remain committed to protecting the assets that power connectivity across Nigeria.”

This strategic gesture reinforces IHS Nigeria’s position as a socially responsible and security-conscious industry leader, while highlighting the value of operational synergy with trusted partners like G4S.

The deployment of these vehicles marks another milestone in IHS’s mission to secure its infrastructure and deliver uninterrupted service to millions of users across the country.

 


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