The Nigerian Communications Commission (NCC) has published new guidelines for telecommunications companies (telcos) to improve customers’ experience. The commission said the publication was in accordance with section 57 of the
June 30, 2023 3:01 PMThe Nigerian Communications Commission has published new guidelines for telecommunications companies to improve customers’ experience.
The new NCC guidelines, titled, ‘Draft Quality of Service Business Rules’, stipulate the minimum quality and standards of service, associated measurements, and key performance indicators for measuring the quality of service.telcos to attend to customers within 30 minutes upon arrival at any of their service centres across the country.“For customer care centres, waiting time to be physically attended to by relevant staff at customer care centres is 30 minutes.
“Lines should not be more than three times; maximum number of rings before a call is answered by either an IVR machine or a live agent should not be more than five; and where a customer decides to speak to a live agent, the maximum duration allowable on the queue/IVR should be 5 minutes before answer,” NCC said.
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