Global System for Mobile communications (GSM) provider, Celtel Nigeria is to scrap its customer care department.
CommunicationsWeek investigations revealed that the third GSM operator is to outsource the service to more efficient company that will handle the service in a move that may result to over 500 workers in the department loosing their job.
When CommunicationsWeek contacted Mr. Emmanuel Otokhire, public relation manager, Celtel Nigeria, said that no official statement has been issued by the company on the issue. He added that the goal of a telecommunications company is to ensure that its customers are well catered for.
According to him, Celtel follows due process in selecting companies that work for it and will do same when it selecting any company that will handle its customer care services.
It would be recalled that Nigerian Communications Commission (NCC) has been emphasizing on network operators improving their customer care responses. At the last telecom parliament held in Minna Niger state, the commission lamented over poor customer care and threatened to sanction operators that fail to provide efficient customer care service to their subscribers.
Presently, only MTN among the GSM operators have outsourced its customer care department. Industry analysts believe that outsourcing of customer care is good for the growth of the industry as it will give operators ample time to focus on their core business which network operation which will in turn improve quality of service.