The Nigerian Communications Commission (NCC) has revealed that only Etisalat Nigeria will not be sanctioned since it met its key performance indicators (KPIs). It added that MTN, Globacom and Airtel will pay a fine of N647.5 million for falling short of for breaching the KPIs.
The commission said: “After collating statistics from the network operating centres of the operators in the month of January, discovered that the services provided by MTN, Airtel and Globacom fell below the KPI published by it in 2013,” NCC said in letters addressed to the telecoms companies.
Globacom will pay N277.5 million for three breaches, while MTN and Airtel will pay N185 million each for two breaches.
According to the letters conveying the breaches and sanctions, the NCC set four critical KPIs – Call Setup Success Rate (CSSR), Drop Call Rate (DCR), Traffic Channel Congestion (TCHCONG) and Stand Alone Dedicated Control Channel Congestion (SDCONG).
With a target of 98 per cent for CSSR, MTN, Airtel, and Globacom failed to meet the target in January. They scored 96.85 per cent, 96.99 per cent and 96.89 per cent respectively.
In the DCR category, NCC set a target of 1 per cent. The audit report referred to by NCC in its letter stated that for the month of January, MTN and Globacom failed to meet the target, while Airtel exceeded the target with a score of 0.84 per cent.
For the SDCONG KPI, with a target of 0.20 per cent, Airtel and Globacom failed to meet the target, scoring 0.40 per cent and 0.58 per cent respectively, while MTN exceeded the target with a score of 0.17 per cent.
The firm has also today launched a ‘Gold Series’ customer experience center at 43 Adeola Odeku Street, Victoria Island targeted at its customers to help them explore Etisalat services.
Speaking at the launch Director, Brands & Communication, Etisalat Nigeria, Mr. Enitan Denloye said: “The new gold series centres encapsulates the essence of our brand and brings it to life for our customers. The Retail touch point is a very important “moment-of-truth” area in the telecoms industry. This is a physical centre where our customers come in contact with our innovativeness and get to experience what we mean when we say we are not just a network but an attitude. We are taking shopper experience to the next level. Every consumer that walks into any etisalat experience centre would be enmeshed in our world of innovation, quality of service and customer-friendly environment. This is the 0809ja way of life which is better experienced, than explained”.
According to the Director of Retail Sales at Etisalat Nigeria, Charles Ogunwuyi, the firm is creating a world class experiential environment to make technology more approachable, fun and interactive to its clients.
“Our customers get to see, touch, feel and experience our technology and innovation in action while being guided by very tech savvy retail consultants who can help guide them on the right technology bundle that fits their lifestyle. This is definitely a first of its kind in this marketplace and everyone is welcome to come and experience the attitude.”
The Gold Series Experience Centers have the 3.75G enabled devices with high-resolution interactive displays, it also has an authentic Geek Force bar with “Small bytes & App-etizers” for users to try out new apps and ask questions. It also has an in-store café where customers can relax grab a coffee and continue to interact with the brand. The centre also have a VIP“GEM” lounge for Etisalat’s high value customers.
Etisalat said it has plans two other Flagship Centres that will open to customers later in the first quarter of this year. One is in Marina in Lagos and the other in Wuse in Abuja. Etisalat Nigeria has about 200 retail touch points across the country.