As the first point of ‘direct’ contact for telco customers, customer care agents are very important to customer acquisition and retention and conflict resolution. The efficiency (or inefficiency) of a telcos’ customer care force can directly impact how quickly, or slowly, a telco grows its subscriber base. Bottomline: Customer care agents are important.
In Nigeria, telcos typically hire customer care agents directly on a contract or outsource call center operations to a third party vendor. Depending on the size of the telco, it may have a mix of both direct contract hires and third-party operated call centers.
Interestingly, there is no information on what the work conditions of these people look like (NDA?). So, I spoke to some customer care agents of a leading Nigerian telco (which I’m not going to name per my sources’ request) and spoiler: it’s a bit of a mixed bag.
According to my sources, the work environment is decent and pretty straight forward. Teams are allocated work tables that have individual workstations each equipped with a computer and telephone. No one person owns a work space though and the computers can be used by agents in the next shift.
Each team typically has around Click here to read entire article
Source:: Tech Cabal