CONSUMERS in the telecommunication industry have continued to complain over poor after sales services by the service providers.
The National Communication Commission (NCC) Consumer Affairs Bureau ,Mrs Lolia Emakpore, ably represented by her deputy _ Dr Femi Atoyebi, at the consumer forum held last week in Badagry, Lagos, disclosed that several complaints by consumers show that there were not satisfied with the after sales services.
According to him, “ consumer are the greatest assets of any company. Without consumers no network will be in existence. The industry growth shows that there is an incredible emphasis by the service providers to connect new consumers because of the available untapped markets in the country. However, the same level of emphasis is not seen in the provision of after sales support to existing consumers”.
Continuing he said, “ even in situations where the help lines are accessible the waiting time for a consumer who opted to speak to a live agent remained unending and most often results into an abandoned call and customer dissatisfaction”.
He further disclosed that the Commission had established the NCC Customer care help lines to serve as channels to communications and as a second level support for aggrieved Consumers to escalate their complaints to the Commission whenever dissatisfied by the response they received from their respective Service Providers.
According to him, “ however, report from the survey conducted by the Commission on the accessibility of service providers customer care help lines and complaints received from Consumers via NCC Call centre and Consumer Outreach Programmes revealed that the Service Providers Customer care help lines that are supposed to be the first call of the Consumer in distress are either not easily accessible or not functional.
“More worrisome are the difficulties experienced by the rural Consumers, who reside in remote locations where there are no provisions for walk _ in Customer contact centres by the service providers”.
Emakpore, stressed that the Commission would not longer tolerate this shoddy services as these issues have to be addressed with a great sense of urgency.
According to him, “ the desire of the Commission is to ensure that best practice is observed in all telecom call centers. This we believe can be achieved with a commitment from the Service Providers through operational effectiveness and compliance with the call centre service level agreement jointly agreed between the Commission and the service providers.”