The Nigerian Communications Commission is set to mandate telecommunication firms to attend to their customers within 30 minutes of arriving at any customer care center in the country. This is based on a new document titled, ‘Draft Quality of Service Business Rules,’ on the commission’s website.
According to it, the business rules stipulate the minimum quality and standards of service, associated measurements, and key performance indicators for measuring quality of service. In the customer care section of the document, the telecoms regulator stated that a subscriber’s waiting time to be physically attended to by relevant staff at customer care centres must not exceed 30 minutes, as against what obtains today where customers can be kept for hours before being attended to.
The NCC said, “Waiting time to be physically attended to by relevant staff at customer care centers ≤ 30 minutes. The Licensee shall provide means of measuring the waiting time, starting from time of arrival at the premises.” The commission is also moving to ensure that subscribers can speak to a customer care representative within five minutes when they call a telco’s helpline.