ICT-related and customer care skills training in the African telecommunications landscape are under the spotlight, as technology begins to take on human expertise. This is according to John Myers, postal and telecoms specialist at the International Labour Office (ILO).
"Skills training and high-quality service delivery within the Sub-Saharan telecoms sector are becoming more important in an evolving competitive market."
Myers noted this at a recent two-week telecoms training course in Zambia, organised by the ILO, in conjunction with trade union organisation Union Network International (UNI).
The training programme was part of an ILO action programme to promote social dialogue on skills, employability and equal opportunities in telecoms services in Sub-Saharan African countries. It is being implemented over a two-year period (2006 to 2007).
Evolving dynamics
Telecoms companies in Africa that have predominantly been monopolised by incumbents need to re-assess their business models in an emerging liberalised telecoms market, explains Myers.
"Telecoms companies in the SADC region are in the wake of evolving business dynamics within the market."
With the increased customer choice, telecoms companies need to encourage the training of customer care staff so they can promote and market telecoms products to customers.
Customer care experts from companies like Celtel, MTN and Orange were also present at the training session, to create discussions on skills within parastatal telecoms organisations entering commercial markets, he adds.
"Companies need to prepare themselves for a competitive African telecoms market by creating firm skills training and sustainability within their workforce."
Myers notes that the ILO and UNI collaborated with government entities in a bid to create a holistic approach of sustainable ICT skills development in the sector.
Lack of expertise
UNI Africa regional secretary Fackson Shamenda said in a recent press statement that technology is overtaking human expertise, which is creating a loss of jobs and expertise in the industry.
"It is important to retain skills and human expertise over technology through training," he commented.
Myers says the ILO and UNI are implementing similar training programmes in Cameroon and Uganda.
Share
