The President of the National Association of Telecommunications Subscribers (NATCOMS), Chief Deolu Ogunbanjo has urged telecoms operators to be more effective in their customer care services.
Ogunbanjo, the president of the association, gave the advice while speaking with newsmen in Lagos recently.
He said that telecoms consumers were always kept waiting for longer time, whenever they called operator’s customer care centres, to resolve telecoms issues.
According to him, going to the customer care centres is not the best, as subscribers are also kept waiting, as the agent directs the customer’s complaints to the appropriate quarters.
“They don’t have a means of attending to complaints, they just keep you waiting, stressing that, “In most cases, only few complaints are resolved to the satisfaction of the subscribers.
“There should be more customer care centres built. For every 500,000 consumers, there must be a customer care centre in the cities,” he said.
Ogunbanjo advised that there should be a customer care centre for every 100, 000 subscribers in the rural areas.
He also said that the telecoms service providers should provide a consumer management process, to ease congestion on the customer care lines.
According to him, consumer management process is a means whereby there is a complaint reporting system on the websites of the operators.
Ogunbanjo said that the operators should introduce short codes, whereby consumers could send Short Messaging Services (SMS), to lay their complaints.