Abayomi Susan
Leading telecommunications provider Airtel Nigeria has significantly expanded its customer service network with the launch of 350 premium retail experience centres, the first phase of a planned rollout of 500 outlets nationwide aimed at bringing faster and more convenient services closer to millions of subscribers.
Officially unveiled during a symbolic launch at City Mall, Onikan, Lagos, the new outlets form part of Airtel Nigeria’s broader retail expansion strategy. The initiative further strengthens the company’s nationwide presence, complementing its existing network of more than 9,000 exclusive shops across all local government areas and over 73,000 retail partners located in major towns and cities across Nigeria.
Designed as compact, high-efficiency customer service centres, the new retail outlets provide subscribers with quick access to a wide range of services, including Home Broadband, Fibre and Outdoor Unit subscriptions, Postpaid plan enrolment, Enterprise Application enquiries and subscriptions, SIM registration, data purchases, account support, and other prepaid services.
As part of the nationwide rollout, additional experience centres have commenced operations at Purple Mall, Lekki; Marina, Lagos Island; Magodo, Lagos; Oke-Ilewo, Abeokuta; Trend Setter Mall, Benin; Abakaliki in Ebonyi State; Kano City Mall, Kano; Carpenters Mall, Gwarinpa, Abuja; and several other strategic locations across the country.
According to the company, the expansion reflects Airtel Nigeria’s continued commitment to enhancing customer experience by providing quicker access to essential services while reducing waiting times often experienced at larger retail centres.
Speaking on the company’s retail expansion strategy, the Director of Sales and Distribution, Joypratip Sengupta, said the new outlets underscore Airtel Nigeria’s dedication to delivering exceptional customer service.
“Our goal is to consistently provide high-quality service, and these new retail shops have been strategically designed and equipped to ensure that every customer enjoys a seamless and superior service experience,” he said.
Sengupta noted that Airtel believes outstanding customer service extends beyond technology, adding that customers should be able to access support whenever and wherever they need it.
“Our focus has always been to bring our services closer to customers. Everything we do is driven by our commitment to putting the customer first. These experience centres enable subscribers to complete transactions more quickly and conveniently, whether it is replacing a SIM card, purchasing a router, recharging airtime or data, or resolving service-related issues,” he explained.
He added that the latest rollout represents a significant evolution of Airtel’s retail strategy, with greater emphasis on accessibility, efficiency, and convenience.
“These express shops are designed to ease congestion at our larger experience centres while providing customers with faster access to the services they require. More importantly, they reinforce our vision of building Nigeria’s most accessible customer service network. As the telecom operator with the country’s largest retail footprint, we remain committed to expanding into more communities and making Airtel services easily accessible wherever our customers are,” Sengupta added.
Also speaking at the launch, the Head of Shops and Retail Postpaid Business, Lynda Amechi, said the new retail concept was inspired by customer feedback and the company’s determination to improve service delivery.
“Some of our best innovations come directly from listening to our customers. One of the recurring concerns we received was the time customers sometimes spent waiting at larger experience centres, even for simple transactions. We recognised that many of these requests could be resolved within minutes by bringing our services closer to the communities where our customers live and work,” she said.
The newly launched retail centres also complement Airtel Nigeria’s broader customer experience strategy, which includes continuous investment in digital self-service platforms, artificial intelligence-powered customer support, nationwide customer engagement forums, and ongoing network expansion across the country.
With the latest phase of its retail rollout, Airtel Nigeria has further strengthened customer access to its services nationwide while seamlessly integrating digital innovation with physical customer touchpoints, reinforcing its commitment to delivering faster, more accessible, and customer-centric telecommunications services.
