Subscribers tackle telcos over poor customer service

Millions of Nigerians are experiencing a long period of hold on calls placed to customer call centres of telecommunications companies.

This is because the call centres prioritise calls from high-net worth individuals regarded as platinum customers, investigations have revealed.

It was gathered that the over 161 million Global System for Mobile communications subscribers have been segmented into three basic categories: Platinum, Gold and Standard.

Investigations revealed that subscribers in the Platinum segment are regarded to as high-net worth customers and while subscribers in the Standard category are made up of millions of subscribers who recharge their lines with less than N5, 000 monthly.

It was learnt the customers in the Gold segment also get better treatment as their calls are prioritised that those in the Standard category.

Findings showed that customers who recharge their lines consistently with N5, 000 and above per month are categorised as high-net worth subscribers.

The PUNCH learnt that the categorisation and subsequent treatment of complaints from subscribers in each category cut across the call centres owned by the four mobile network operators.

The PUNCH, November 12, 2018

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