Abstract
The assessment of customer care response of TEL1 and TEL2 global systems for mobile communication (GSM) service providers in Nigeria was done. Data were obtained from the customer care Departments of these two mobile service providers in their head office in Lagos for six months period. The data assessment result shows that the four service types: prepaid/postpaid, premium/HNI, BB/3G-HIS, and call roaming had 445510, 328396, 45221, and 4127 number of calls respectively for TEL 1 and 416935, 357810, 41968, and 2106 respectively for TEL 2, with prepaid/postpaid having the highest values and call roaming service type had the least for both TEL 1 and TEL2. The number of calls answered followed the same trend for both TEL1 and TEL2.It was observed that about 96% of the calls offered by prepaid/postpaid customers, 95% of Premium/HNI, were answered for both TEL 1 and TEL 2. About 93% of calls offered by BB/3G-HIS, and 95% of call roaming customers were answered for TEL1, while it is 92% and 93% respectively for TEL2. It can be deducted that PREPAID/POSTPAID customers enjoy highest customer service care in both telecommunication networks. Higher values of AHT(S) of TEL 1 over TEL 2 imply that TEL 1 spends the more time with its subscribers when attending to a complaint.
Highlights
Communication is the major tool that makes the world a global village
The number of calls answered followed the same trend for both TEL1 and TEL2.It was observed that about 96% of the calls offered by prepaid/postpaid customers, 95% of Premium/HNI, were answered for both TEL 1 and TEL 2
About 93% of calls offered by BB/3G-HIS, and 95% of call roaming customers were answered for TEL1, while it is 92% and 93% respectively for TEL2
Summary
Communication is the major tool that makes the world a global village. Telecommunication is arguably the most used amongst all existing means of communication. By 1960, when Nigeria gained independence, the number of telephone lines was recorded to be about 18,724, serving population of about 40 million Nigerians. This tele-density transformation was analyzed to be at the ration of 1000 people to 0.5 telephone lines. A target to install 460,000 switching capacity telephone lines was set to be achieved at the end of 1985, but only 200,000 analogue exchanges was successfully installed at the close of the year 1985. This gave a ration of 1 phone line to 440 inhabitants.
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