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MTN Revv Programme: Experts Train SMEs on Customer Experience and Data Analytics

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R - L, 1st Row: Chief Responsibility Officer, Ruff 'N' Tumble, Adenike Ogunlesi; Founder and Principal Consultant, Niche Customer Experience Consulting Firm, Debbie Akwara; General Manager, Customer Experience, MTN Nigeria, Kolawole Oyeyemi; 2nd Row: Chairman, FAMICRO Group, Professor Nndubuisi Ekekwe; Chief Customer Relations Officer, MTN Nigeria, Ugonwa Nwoye and Chief Transformation Officer, MTN Nigeria, Olubayo Adekanmbi at MTN’s Revv Programme masterclass on Customer Experience for SMEs on Wednesday, September 23, 2020.
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Experts at the latest edition of the Revv Programme masterclass have trained SME owners how to improve customer experience and maximise data analytics to scale their business growth.

 

The virtual conference themed: “Redefining customer experience through effective customer relationship management and data analytics” which was held on Wednesday, September 23, 2020.

 

Panelists at the conference included the Olubayo Adekanmbi, Chief Transformation Officer, MTN Nigeria,  Ugonwa Nwoye, Chief Customer Relations Officer, MTN Nigeria, Adenike Ogunlesi, founder and Chief Responsibility Officer, Ruff N’ Tumble,  Chairman, Fasmi CRO Group, Prof. Ndubuisi Ekekwe and Principal consultant, Niche Customer Experience Consulting Firm, Debbie Akwara.

 

Olubayo Adekanmbi, who is an astute business leader and recognised data scientist, shared insights on the customer mindset in a post-COVID economy.

 

According to him, “Even though we are in a new normal, we are still dealing with a person who has the capacity to adjust to every environment.

 

“As SMEs we have to observe the environment, learn from it and take actions accordingly”.

 

Ugonwa Nwoye brings over 25 years of management experience across industries including Oil and Gas.

 

She advised the participating SMEs to pay attention to diverse customer channels as they arise.

 

“You need to meet the customers where they are. To achieve this, a good customer database is essential. You need to know the kind of channels your customer wants to be reached.”

 

While sharing her experience as an entrepreneur of over three decades, Adenike Ogunlesi emphasized that customers want to feel good where they spend their money.

 

“The most important thing is that regardless of the technological tools you deploy today, it is all about the experiential economy which is the way you make people feel.”

 

While thanking MTN for the Revv initiative she noted, “This sort of platform allows SMEs to learn much quicker than the opportunity we got thirty years ago, well done to MTN”.

 

The Revv Programme was launched in August by MTN Nigeria as an initiative to train over 10,000 SMEs by adopting a four-pronged approach that includes masterclass sessions, support with productivity tools, access to market and advisory initiatives.

 

The programme seeks to help SMEs relearn, readjust, and retool their businesses in a post-COVID economy.

 

Since inception, over 5,000 entrepreneurs have attended the Revv masterclasses with more than thirty business leaders and industry experts across different sectors facilitating the sessions.

 

Participants at the masterclasses have been enjoined to take full advantage of the programme for a chance to join Y’ello 200, an accelerator programme by MTN Nigeria where select small business owners will access a broad range of technology and productivity support tools in addition to expert advisory.

 


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USSD Dispute: FG May Blacklist 18 Banks Allegedly Owing Telcos N250Bn

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Indications have emerged that federal government may this week list names of 18 banks owing almost N250 billion naira to Nigerian telecom operators on Unstructured Supplementary Service Data (USSD), and have remained adamant towards settling it for several years.

USSD Dispute: FG May Blacklist 18 Banks Allegedly Owing Telcos N250Bn

Nigerian Communications Commission (NCC) has reportedly been given the nod to publish the names and approve that telcos withdraw services to them if after two weeks they fail to settle the debts, according to Vangaurd.

Recall that the issue of banks’ multi billionnaira USSD debt to telcos has lingered since 2020, rising from below N40 billion to N57 billion by the end of 2021 and N80 billion in 2022.

But now, the telcos claim the debt has risen above N250 billion and accused the banks of not complying with the repayment plan.

The recent development, cannot be unconnected with a December joint meeting between the two regulators, NCC and the Central Bank of Nigeria (CBN) which resolved that the banks pay part of the money by December 31, last year and defray the remaining gradually.

However, Vanguard gathered authoritatively that only four banks complied with the directive, while 18 others are still adamant.

Similarly, when the matter brewed heavily a few years ago, the National Assembly, Central Bank of Nigeria, CBN, and the Nigerian Communications Commission, waded in and also generated such a gentleman’s agreement, which gave the banks leverage to defray the debts gradually.

However, that did not also happen as the banks allegedly reneged.

A few weeks ago Gbenga Adebayo, chairman, Association of Licensed Telecommunications Operators of Nigeria (ALTON), accused the banks of deliberately frustrating any move to resolve the issue and threatened that the only option, since the banks have consistently failed to honour the agreements, would be to withdraw the support that gives the USSD platform life.

 


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Suspected Lakurawa Terrorists Kill 3 Telcoms Workers in Kebbi

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Terrorists belonging to Lakurawa group have reportedly killed three staff of a leading telecommunication firm.

Suspected Lakurawa Terrorists Kill 3 Telcoms Workers in Kebbi

The insurgents were said to have invaded a construction site at Gumki village in Arewa Local Government Area of Kebbi State.

The bandits reportedly attacked a construction site at Gumki village in Arewa Local Government Area of Kebbi State when their victims were installing a surveillance mast for the Nigeria Immigration Service and killed them and one other person who is yet to be identified.

There was a conflicting report of which organization the victims belonged as the police said three of the deceased were Airtel staff and the residents identified them to be Immigration staff.

A staff of Sir Yahaya Specialist Hospital however corroborated the villagers, saying the three victims brought to the hospital were Immigration staff.

But SP Nafiu Abubakar, police spokesperson, said four persons lost their lives, one indigene and three staff of Airtel.

He said from the report the police got, Bello M Sani, state Commissioner of Police, alongside with CIS Muhammad Bashir, Comptroller, Nigeria Immigration Service, Kebbi State Command, Lawali mobilized their men to the scene to evacuate the corpses to Sir Yahaya Memorial Hospital in Birnin Kebbi.

He said his CP has deployed additional tactical teams to the area and charged them to decisively deal with the suspected bandits operating in the area.

He said the CP also had meeting with people in the area and appealed to them to always assist the police and other security agencies with relevant information for their prompt response.


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Nigeria Has World’s Most Affordable Data Costs – GSMA

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Nigeria has an average data cost of $0.38 per gigabyte, making her the most affordable countries globally and one of the cheapest in Africa for mobile data services.

Nigeria Has World’s Most Affordable Data Costs - GSMA

United States averages $6 per gigabyte and South Africa with $1.77 per gigabyte rank the highest globally and in Africa respectively.

According to the GSMA, Nigerian data costs, as a percentage of Gross National Income (GNI) per capita, are among the lowest across Africa.

The reports by the body lends weight to telecom operators advocacy for tariff adjustments to address economic pressures threatening the sector’s sustainability.

The GSMA report, titled “The Role of Mobile Technology in Driving the Digital Economy in Nigeria,” highlighted Nigeria’s competitive data pricing, which is significantly lower than other African nations, such as Kenya ($0.59 per gigabyte), Ethiopia ($0.68 per gigabyte), and South Africa ($1.77 per gigabyte).

By contrast, the United States averages $6 per gigabyte, underscoring Nigeria’s advantage in offering cost-effective connectivity.

The cost of mobile data in Africa varies greatly by country and region.

Data costs can refer to the cost of mobile data or the cost of acquiring, maintaining, and using business data.

In 2023, the average cost of 1 GB of mobile data in Sub-Saharan Africa was $3.31, while in Northern Africa it was $0.86.

Telecommunications operators in Nigeria have been requesting some policy changes as well as tariff rebalancing to enable them deliver support to the Government’s digital economy objectives.

They have called for the simplification and improvement of the Right of Way (RoW) charging and administration process, harmonised across the country

According to them, all government authorities (at national and sub-national levels) should apply the national maximum RoW fee of N145 per/LSQM adopted by the National Economic Council (NEC) for the deployment of fibre across all states in Nigeria.

There should be a single point of contact in each state for the RoW application process while the duration for the approval process should be digitalised and limited to a maximum of one month.

Simplification and reduction of the tax burden on the mobile sector

On tariff, recall that the Association of Licensed Telecommunications Operators of Nigeria (ALTON) and the Association of Telecommunications Companies of Nigeria (ATCON) had urged the Nigerian Communications Commission (NCC) to consider reviewing tariffs upward to address rising operational costs.

Nodding in agreement, Bismarck Rewane, chief executive officer, Financial Derivatives,  said the proposed tariff hike by telecommunications will help reduce inflation in the country.

He said it would help to reduce inflation because it increases productivity, stressing that the price of MTN shares went up by 10% to 220.

Rewane reiterated that investors had already factored that in, adding that they are expecting a lot of good goodies.

“But more important to think about is the fact that because of an increase in tariff and an increase in investment to make the industry sustainable, they’re going to see an increase in productivity, not directly but indirectly.

“Any increase in productivity and output is likely to allow inflation to moderate, which is the goal. So, we heard from the policymaker, Bosun Tijani, who was very clear that we want a sustainable sector. But we also heard from the regulator saying that we will hold these guys to quality of service.

“We also heard from the operators, MTN that they are all revving up. So in all, there are economic benefits because of increased output and productivity. Two, policymakers are aligned because they want this to lead to a moderation in inflation,” he added.

He further said that it was not a bad deal and re-echoed the minister’s comment that the tariff hike will not be 100 per cent.

“Will they get 100%? No, they will definitely not. We suspect that we are going to likely see something between 40 and 50% which is fair after so many years of static changes,” Rewane added.

 

 

 


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