It's difficult for any mobile operator to guarantee that a particular cell tower will serve all subscribers with a strong signal in a particular location at any given moment, Akwa acknowledged. However, "by identifying those tricky issues with the network and trying to resolve, upgrade and rectify them, that's what is important," Akwa said.
Akwa said that Smart has managers with particular skills in customer care, and that some have overseas experience, but declined to divulge specifics about the company's training practices.
"The idea is to offer subscribers a higher level of service than competition," Akwa said. "Hopefully, by the end of the year we shall have our operations running smoothly, offering a full range of products and services on par with competition across the whole of Sierra Leone, not just Freetown."
Sign up for Computerworld eNewsletters.