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Zain Emerges Best Customer Care Operator in Nigeria

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Zain Nigeria, at the weekend, won the prestigious Best Customer Care Operator of the Year in Nigeria, at the 2009 Nigeria Information Technology and Telecommunications Awards (NITTA) confirming its long and unbroken tradition of good Customer Service Excellence.
Last weekend’s award was the sixth of similar awards by the company in the industry in its 8th years of operations and the 3rd of such by NITTA.
The Awards Committee of the 8th edition of NITTA cited the company’s untiring commitment to delivering admirable customer care service, the launch of a new network monitoring centre, the expansion of its Call Centre facilities and the increase in number of Customer Service personnel in a move to respond faster and more efficiently to customers’ queries, among others, as reason for the award.
The award was received by Alain Sainte-Marie, chief executive officer of Zain Nigeria, who dedicated the award to the company’s customers for their loyalty to the brand and also to the Zain employees, who manage the company’s customer service operations at the Call Centres, Shops and other customer touch points.
He described the award as an endorsement of the public’s perception of Zain as the best in class operator when it comes to introducing customer centric products, technologies and other initiatives.
According to him, “Zain Nigeria and indeed Zain Group recognize the centrality of the customer to our existence and long-term business survival. Therefore, every investment and operational decision we make is ultimately focused on delighting our customers.
“We are in the business of providing telecommunications services, but we see our customers as more than just a mere connection. They are at the very heart and soul of our business. Though the name of this company has changed a few times over the years, our unwavering commitment to excellent customer service has never changed and will never change.
Sainte-Marie added that Zain has invested massively in transmission capacity, network expansion, Call Centres and a fibre optic backbone just to ensure that our customers enjoy a wonderful telecommunications experience.
He specifically mentioned the establishment of an ultra-modern Call Centre in Abuja “which have significantly boosted the company’s capacity to respond to queries and ultimately delight our customers”.
“This Customer Care Award”, he stated, “means so much to us because it recognizes our unflinching commitment to our core values of Radiance, Heart and Belonging”.
Expressing delighted and pride at the remarkable record of winning the award five times in eight years of the company’s operation, Sainte-Marie declared that “even as we celebrate another milestone in our history, I stand before you on behalf of my colleagues at Zain Nigeria to rededicate ourselves to commitment to continue to make our customers the focal point of our business in all our actions”.
Zain Nigeria has consistently topped the telecommunication industry’s customer service ranking since 2003, when the award was introduced.
Last year, the Nigerian Communications Commission (NCC) placed its seal of approval on Zain’s outstanding rating by awarding it the Telecommunications Network with the Best Customer Service during the 5th Anniversary of the Consumer Parliament.
Zain Nigeria is the first Nigerian operator to offer toll-free 24-hour customer care line (111). It also parades extensive alternative channels through which its customers can lodge their queries and provide feedback including Interactive Voice Response (IVR) system equipped with features for five languages (Yoruba, Hausa, Ibo, Pidgin English, and the English Language) and self help attributes. Customer can also access support through Zain Nigeria’s    chain of consumer contact points across the country including Zain Shops, email service, the super-interactive Zain website with a self-help customer care service link and an array of dealers outlets scattered across Nigeria’s six geo-political regions.

 


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MTN Commits $2Bn to ITU’s Partner2Connect Initiative

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MTN Group has committed $2 billion to the International Telecommunications Union’s (ITU) Partner2Connect initiative, bringing the total funds pledged to $73 billion.

MTN Commits $2Bn to ITU’s Partner2Connect Initiative

The announcement was made during the ongoing Mobile World Congress (MWC 2025) in Barcelona, Spain.

Partner2Connect, spearheaded by the ITU, is a global initiative aimed at enhancing universal digital access, strengthening infrastructure, and fostering meaningful connectivity.

Doreen Bogdan-Martin, secretary-general, ITU, highlighted the significance of these commitments, stating, “Expansive digital infrastructure highlights how much humanity values and depends on meaningful connectivity. These new pledges bring us closer to delivering sustainable digital transformation to everyone, everywhere.”

According to the ITU, MTN Group has shown a strong commitment to investing in Africa’s digital future, spending approximately $2 billion annually on capital expenditures across its markets over the past five years.

Similar investments are planned over the next five years, focusing on expanding and improving voice and data networks to bolster connectivity and drive digital inclusion.

The ITU also announced a $2 billion pledge from Globalstar to expand its low-Earth orbit satellite network, providing seamless, energy-efficient connectivity solutions for remote regions and underserved areas.

These efforts will include direct-to-device (D2D) and IoT connectivity solutions.

As ITU celebrates its 160th anniversary, the UN agency has emphasised its dedication to bridging the global digital divide.

An estimated 2.6 billion people worldwide remain offline, according to ITU data.

The agency has called for $100 billion in commitments by 2026 to fund projects supporting global digital transformation, particularly in hard-to-reach communities.

With over 1,000 pledges spanning 147 countries, Partner2Connect is working toward ITU’s vision of a digitally connected and inclusive future.

Current estimates suggest $1.6 trillion is required for global connectivity hardware alone, with the majority of resources needed in developing nations.

The funds pledged by MTN Group and other partners are set to strengthen digital infrastructure, enhance connectivity in underserved areas, and accelerate digital innovations to support economic and social growth worldwide.


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Telegram Introduces New Features to Address Unsolicited Messages

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Telegram has rolled out a new feature aimed at enhancing user safety by flagging messages from unknown contacts.

Telegram Introduces New Features to Address Unsolicited Messages

When users receive messages from individuals outside their contact list for the first time, a detailed information page now appears.

This page includes details such as the sender’s country (determined by their phone number), their joining date on Telegram, any shared groups, and whether their account is verified.

The goal is to help users identify potential scams and impersonators more effectively.

In addition, Telegram now provides insight into when the sender last updated their username or profile picture, offering another way to detect compromised or hacked accounts.

The company has emphasised its commitment to transparency, promising “clear indicators” to distinguish official accounts, third-party verified profiles, and regular users.

Telegram Premium subscribers can now charge fees for messages received from users outside their contact list, a feature designed to reduce spam while allowing group administrators to monetise their communities.

Dubbed “Star Messages,” this new option enables users to set customisable fees for unsolicited messages.

The feature also provides flexibility, allowing certain users or members of specific groups to send messages for free.

Telegram’s Star Messages come with convenient options, such as single-tap refunds for payments, ensuring a seamless user experience.

By offering advanced controls and monetisation opportunities, the platform continues to prioritise user safety and satisfaction.

With these updates, Telegram strengthens its position as a platform focused on both user protection and innovative monetisation tools.


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MTN Nigeria Reaffirms Support for Grassroots Sports During Edo State Visit

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MTN Nigeria has strengthened its commitment to grassroots sports development following a visit to Edo State Governor, Monday Okpebholo, at the Government House in Benin City on March 5.

The visit coincided with the upcoming launch of Season 3 of MTN Champs, an athletics competition that will commence in Edo State from March 13 to 15.

The initiative highlights MTN’s dedication to nurturing young athletic talent and aligns seamlessly with Edo State’s focus on sports development.

Idowu Adesokan, General Manager of Consumer Marketing at MTN Nigeria, expressed appreciation for Edo State’s contributions to previous editions of MTN Champs and emphasized the importance of collaboration to ensure this season’s success.

Governor Okpebholo reciprocated by pledging full logistical and administrative support to make the event impactful.

Season 3 of MTN Champs is set to engage thousands of secondary school students across Nigeria, kicking off in Edo State before moving to Lagos and Uyo in subsequent weeks.

This initiative reflects MTN Nigeria’s broader vision of fostering youth empowerment and revitalizing athletics at the grassroots level.


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