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High import duty
Anti-competitive practices with some operators alleged to be forming cartels to frustrate the natural interplay of the market forces
Funds needed by operators to expand operations
High operational cost.
Nigeria at present is officially the largest market for telecommunication in Africa and The mobile sector has played a key role to its growth. However the network congestion due to strong demand for service by consumers resulted in a reduction of sales by telecommunications operators in 2003 as the regulator insisted on the increase of network capacity to accommodate the high demand. But over the four years into the mobile revolution queues of vendors; other customers that would like to lodge a complaint are still observed at many operator vendors or 'friendship centres'. (NCC, 2004)

CASE STUDY 案例研究
CELTEL. CELTEL is one of the big players in telecommunication in Nigeria. It is one of the three major telecommunication Organisations presently. Although as at the time of research, the organisation was undergoing management changes which would also affect the name of the organisation. But for the purpose of this dissertation, the researcher decided to refer the organisation by its old name since it was under this management this research initially began.

THE STUDY This research was conducted in CELTEL?s call centre for a period of three weeks. Over this period, the researcher conducted semi- structured interviews with thirty three employees comprising of

Three from the IT department employees: this was to enable the researcher gain background knowledge has to the systems that where implemented in the call centre and also obtain a general overview of how the system works.
Thirty call agents from both the inbound and outbound departments and
Two team leaders.
The interviews lasted for a period of forty-five minutes to one hour thirty minutes.
INFORMATION SYSTEMS IN A THE CALL CENTRES.

Over the years the systems used in the call centre have either changed or have been upgraded. In the early years, the call agents in the organization both inbound and outbound agents had to work with the same kind of applications on the system. This was quite difficult because the number of applications the call agent had to navigate through to extract the desired information about the customer. This contributed in making the work quite difficult and tedious rendering them less efficient. However over the years, the systems and applications were modified in such a way that only the applications relevant to a particular unit in the department for instance the outbound unit were implemented. This made an evident change in the efficiency and speed of the call agent in extracting a customer?s data. Having interviewed the IT department employees, the main systems used in the call centre include: The AVAYA System: It basically functions as the Automatic Call Distribution (ACD), which is used for prompting calls and distributing it to the agents? based on the requirements of the caller. Although English language is a standard language in Nigeria, it should not be ignored that there are a number of different languages spoken in Nigeria. Therefore, the systems have been enhanced to consider such conditions so as to transfer such calls to the appropriate agent that understands and speaks the language in question. The GENESYS S