From MS Signoffs to Optimization: Turning Numbers into Tangible Network Improvements in Nigeria’s Telecom Sector

In the fast-moving world of telecommunications today, dashboards are overflowing with data—dropped call rates, accessibility stats, CSSR, TCH congestion, latency levels, jitter, throughput, handover success rates, and the list goes on. These Key Performance Indicators (KPIs) are definitely important, but they don't tell the full story. Without proper interpretation and action, they're just numbers, not solutions.

In Nigeria, where telecom infrastructure often struggles under high user density, unreliable power, and a surge in data demand, converting those KPI insights into tangible service improvements is not just smart; it’s essential for staying competitive. This article dives into how Nigerian telecom companies can connect KPI data to real network optimization, using real-life examples, executive strategies, and tools such as MS (Managed Services) signoffs, drive test data, and optimization planning.

1. Navigating the KPI Jungle: The Initial Challenge

Scenario: A prominent telecom operator in Nigeria rolled out 4G in heavily populated areas of Abuja. Initially, the MS signoff data boasted an 88% call setup success rate (CSSR), which is above the 85% benchmark. Sounds great, right? Not so fast. Field reports from places like Kubwa and Gwarinpa told a different story—users were experiencing frequent call drops and sluggish internet speeds.

This brings up a familiar issue: KPI thresholds might be met, but user experience takes a hit. Why is that?

Because MS signoffs typically take place in controlled settings—daytime, stable conditions, and known cells—which don't accurately reflect how users behave in the real world. So, here’s the takeaway: KPIs should prompt deeper analysis, not just check off a box.

2. Using MS Signoffs as a Launchpad

In Nigeria, MS signoff documents are often seen as the conclusion of a site rollout. But for forward-thinking operators, it’s really just the start.

Case Study: At a top-tier telecom operator in Lagos, the MS signoff for a site cluster in Ikeja indicated strong KPI performance. However, customer complaints surged during peak hours. Engineers dug into the Call Detail Record (CDR) data and found that most complaints came in between 6:30 PM and 9:00 PM. The catch? The MS signoff had been done at 10 AM, when traffic was minimal.

Strategy: After the signoff, the operator set up a 7-day observation period using live drive testing tools and customer feedback loops. They found that one sector was overwhelmed while others were underused. What did they do? They adjusted the antenna tilt and balanced the load.

As a result? They saw a 17% boost in CSSR and a 21% drop in customer complaints.

3. From KPI to Optimization: Tools and Strategies

To close the gap, operators need to align the right engineering actions with KPI behaviors. Here’s how:

a. Clustering and Hotspot Mapping

Using tools like Atoll, Actix, or custom GIS heatmaps, operators can visualize where dropped calls, congestion, or low SINR areas are located.

Example: A cluster in Port Harcourt faced increasing RRC (Radio Resource Control) failures. The cause? New high-rise buildings were blocking Line-of-Sight (LoS). The fix? Rolling out repeaters and smart beam antennas.

b. Focusing on Customer-Centric Optimization

Customer feedback (from NOC reports, social media, and self-service apps) adds an emotional layer to the technical data.

Real-life Use: A Nigerian operator recognized a churn spike in an Onitsha cluster, even though their KPI dashboards looked fine. Investigating further, they found a poorly performing cell with weak indoor coverage in a bustling market. By deploying a micro-cell right at the market square, they improved both coverage and regained customer trust.

c. Drive Test vs. Live Network Data

Drive tests offer quick snapshots. In contrast, CDRs and OSS counters provide ongoing, real-time views. Merging the two is essential for grasping true network performance.

Strategy Tip: Conduct weekend drive tests in nightlife hotspots like Surulere (Lagos) or Wuse 2 (Abuja), where nighttime usage patterns can reveal a different story.

4. Collaborative Efforts: Voices From the Field to the Boardroom

Technical teams often talk numbers—erlangs, handover margins, latency spikes—while executives focus on ARPU, churn rates, and brand perception.

Example: A CTO in a Nigerian telecom company noticed increasing churn in data bundles but lacked insight into the fact that many subscribers had poor RSRP (Reference Signal Received Power) in their locations. The engineers were aware, but the business side wasn’t.

Solution: Create a monthly “KPI-to-Business” Dashboard that translates data into business language:

“TCH Congestion > 2%” becomes “Potential ₦12m monthly revenue loss”

“2.5k daily RRC failures” translates to “Approx. 8,000 customer touchpoint failures daily”

5. The Strategic Outcomes: Optimization That Matters

Every optimization initiative should:

Enhance customer experience

Increase operational efficiency

Propel business KPIs (like customer retention, data usage, and fewer complaints)

Think of a real-world success:

Case Study: In Northern Nigeria, a rural cluster experienced high paging failures. While this area wasn’t a major revenue generator, it still affected customer experience. The operator tested a low-cost solar repeater solution. Within three months:

Calls to the customer service center dropped by 43%

Voice minutes rose by 22%

Brand loyalty improved—data from surveys showed positive shifts.

Conclusion: Shifting from Numbers to Impact

KPI data isn’t just for dashboards; it’s a strategic resource. When Nigerian telecom operators start viewing these numbers not as mere checkboxes but as catalysts for change, narratives of the customer journey, and forecasts for churn and growth, that's when real transformation starts.

Each dropped call isn't just a technical glitch—it’s a moment wasted, an opportunity lost, and a customer let down.

Let’s change our perspective on KPIs from being end goals and instead see them as guides to impactful network improvements.