Airtel Ghana, CIMG Telecoms Company of the Year, has introduced the �Data Geeks� model, whereby data specialists are positioned in all Airtel Shops and experience areas to offer assistance to customers who come in with data and device related issues.
According to the Marketing Director at Airtel Ghana, Manu Rajan, data is the future of telecoms and Airtel Ghana is fully prepped to capture the Data space and be at the forefront of the data revolution in Ghana. To this end, the company is dedicating more resources to training and equipping a section of its customer care personnel to offer technical support and advice on data to customers.
�For us at Airtel, the customer is at the heart of our business; we are always improving our offerings to meet their changing need and we believe that the Data Geeks model is the perfect channel of meeting our customers� needs�, Manu Rajan disclosed.
�Imagine you go into an Airtel shop with a complaint that your data has been running at an abnormal rate. Through interaction, the data geek will be able to detect that this situation is probably due to the fact that you are on �pay as you go� and will advise that you buy a bundle. Again, he may check to see if you have turned on any automatic updater or running a programme that is consuming your data. He will not only help solve the problem, but will advise you on best practices so you leave a more satisfied customer�.
Further describing Airtel�s move to providing better data services and products to its customers, he revealed that Airtel was in partnership with world class device companies like Apple, Nokia, Alcatel and Samsung, who are noted for bringing on the market highly efficient and functionally capable phones and devices that are widely used all over the world. �Airtel just launched iPhone 5s in Ghana in collaboration with Apple. We also have a long standing partnership with Samsung, Nokia and Alcatel.
Airtel customers are therefore assured that they will not only get access to best-in-class devices from these companies, but also will have access to the best after sales service possible. For instance, customers who buy Apple products and devices from any Airtel shop are entitled to the same preferred service level as customers buying their phones from the iShop he added.
In another development, the company plans to invest GHC200 million in a nationwide network expansion this year. Out of the amount, GHC150 million will be spent on expanding the company�s data footprints.
According to Airtel Ghana�s Director for Networks, Maruf Lawal, the company was in the process of expanding the company�s coverage by building 107 new cell sites in Accra and Kumasi. He added that another 344 3G cell sites are also being constructed all over the country to include areas that did not have data coverage.
This, he says, was to extend the scope and capabilities of the company�s infrastructure to ensure that customers gained from the latest comprehensive data services available on their network. �We are continuing to expand our data network to ensure that we further improve an already great data experience and to build an integrated platform that is relevant to our customers,� he explained.
Airtel Ghana was the first telecoms company in Ghana to introduce the third generation of mobile internet system, 3G, which changed the way internet and data was perceived by enhancing ways to access online services such as multimedia, high-speed mobile broadband, music, video etc.
The Head of Corporate Communications and CSR, Donald Gwira said of his company�s mobile internet service and the ongoing expansion:
�What we are presently undertaking is simply building upon what we are already offering customers so we can provide an improved technology across the nation, which will enhance multimedia functionality and high speed internet access no matter where you are in Ghana�.
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