MultiChoice tackles skilled manpower challenge in Nigeria
By Kokumo Goodie, Lagos, Nigeria
MultiChoice Nigeria said it has identified the issue of indigenous skilled manpower as one of the factors that must be tackled to boost customers’ experience of its services delivery.
MultiChoice said to achieve this, it has trained and accredited 500 installers who will join the existing base of installers and be responsible for new installations, as well as the provision of maintenance services to existing subscribers.
As part of measures to improve service quality, it has also introduced tricycles that have been stocked with high quality installation equipment. Upon completion of their training, the installers will be handed the tricycles to ease their travel logistics.
General Manager, Marketing at MultiChoice Nigeria, Mr. Martin Mabutho who spoke in Lagos said the introduction of the tricycle-scheme is MultiChoice’s way of stretching its economic empowerment drive by engaging Nigerian youth through a private sector entrepreneurial scheme. “We are helping to create a new pool of expertise through these MultiChoice trained satellite television installers and engineers which will consequently grow the nation’s economy” Mabutho said.
Mabutho said the tricycles will be used by a selected team christened Elite Installers adding that the first recipients of the pilot phase of the nationwide scheme are six but before this year runs out, more beneficiaries will be selected from major cities across the country.
In addition, he said 125 installers in Lagos, Abuja and Port Harcourt have undergone a refresher training course this month. The six beneficiaries of the tricycles are Stanley Nwachukwu, Ameen Adesola, Micky Joe, Tope Adeogun, Ibrahim Akinsemohin and Chima Igwe.
“This initiative is aimed at providing the best service to our customers. We train and certify installers, and also ensure that they are equipped with high quality installation tools that will guarantee reduced hitches and minimize repeat installer visits to our customer’s homes. He remarked,” he said, adding that the six were selected based on their diligence and commitment to duty.
Mr Mabutho also urged new and existing subscribers to make more use of the self-help options and convenient payment options such as Paga, Quick Teller and ATMs to resolve DStv issues and payment challenges quickly.
Besides the tricycles, each accredited installer will also get a well-equipped tool kit to enable them provide quality installation to subscribers. As part of MultiChoice’s continuous quality assurance drive, the installers’ tool set includes a tablet PC that will enable them send real time post-installation reports which will allow the validation of the overall quality and technical integrity of installations.
Assistant Director, Monitoring, National Broadcasting Commission (NBC), Mrs. Ijeoma Theo-Obodo, commended MultiChoice for organising the training programme. “Broadcast technology is ever evolving and for MultiChoice to keep up with broadcast quality and standard, there is the need for training programmes of this nature” she said.
MultiChoice is also the first to launch a Subscriber/Installer Management System, a mobile application that automates the selection, allocation and progress management of installers working on a variety of customer’s installation requirements. This will reduce the average time taken to complete installations, control the costs to customer and ensure adequate post-installation follow up.
Since MultiChoice commenced operations over two decades, the company has spent over N200 million in training of installers. MultiChoice remains committed to ensuring that more certified installers are trained across the country.