SIM re-registration: MTN to deploy mobile teams to curb long queues at service centres
Business

SIM re-registration: MTN to deploy mobile teams to curb long queues at service centres

Ghana’s leading telecommunications company, MTN has taken the decision to rollout measures to decongest its Service Centres for the ongoing SIM re-registration exercise. The re-registration of SIM cards with the Ghana Card commenced in October 2021 and expected to continue to the end of March 2022. Ghanaians are asked to re-register their SIM card with the Ghana Card or have it become dormant after the end of the deadline. In the last few weeks, Service Centers of the various network providers have been flood with thousands of Ghanaians trooping in on daily basis to have their SIM cards re-registered. Amid the inconveniences, MTN Ghana has decided to deploy mobile teams into the communities across the country to help decongest its Service Centres. Addressing journalist through a virtual media briefing on Thursday, January 6, 2022, Mr. Abubakar Mohammed, General Manager, Regional Sales & Distribution Southern Ghana for MTN Ghana said, “Going forward, to decongest we will have almost 200 community activations happening across the country and at the same time we will have the mobile teams that will also be going to the institutions to support them with the reregistration exercise.” Mr. Abubakar Mohammed continued, “We also have in plan to increase our devices to support the activations. So all these put together we believe we will be able to decongest our service Centres and also help customers.” For customers to help MTN Ghana smoothen the process even more, Ghanaians who are yet to re-register their SIM cards are encouraged to finish with the first step of the process before visiting the service centres or any of the mobile activation points. Customers can do that by dialing *404# and following the prompt to link their numbers with the Ghana Card to generate the unique code needed to finalise the re-registration.

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Minister Of Communications Applauds MTN Ghana Foundation For Providing A 24 Unit Classroom Block For The Police Education System Ursula Owusu Ekuful, Minister of Communication and Digitalization unveiling the plague of the Police School at Tesano
Business

Minister Of Communications Applauds MTN Ghana Foundation For Providing A 24 Unit Classroom Block For The Police Education System

MTN Ghana has handed over a 24-unit classroom block to the Ghana Police Service’s Depot School at Tesano in Accra. The GHS 3.4 million facility contains a Nursery and Kindergarten, a Primary School Department, and a Junior High School Department serving a student population of approximately 2,500. Speaking at the event, CEO of MTN Ghana, Selorm Adadevoh, said “Our motivation for taking on this project was fueled by our understanding that the school had been operating from a colonial, weak and dilapidated structure with no decent washroom facilities, library nor ICT laboratory. I am delighted to be here today to handover this 24-unit classroom block to the Ghana Police. It is really refreshing to know that 18 months investment in time, resources and labor has produced this beautiful new classroom complex that has been put up for the Police Depot School,” Selorm Adadevoh said. “The new facility will ease the current pressure on the school and catchment area and will provide a more comfortable learning environment for teaching and learning,” he added. On his part, the Board chairman of the MTN Ghana Foundation Prof. Franklyn Manu said, “The MTN Ghana Foundation was established with the mission to improve the quality of lives of people through life enriching and sustainable corporate social responsibility interventions in communities where MTN operates. This project is a typical example of what we set out to do as a Foundation which is to identify socio-economic issues affecting our society and then partner the relevant stakeholders to find lasting solutions to them.” Delivering the keynote address on behalf of the President, Minister for Communication and Digitalization, Hon. Ursula Owusu-Ekuful applauded MTN Ghana for the amazing job of providing a safe place for teaching and learning. She urged the students to take their lessons especially ICT seriously as it will connect them to wider and limitless opportunities in Ghana and other parts of the world. Commissioner of Police, Alex Mensah, Director General Technical of the Ghana Police thanked MTN Ghana for single handedly building such a magnificent facility for the school. “To MTN all that we can say, as it is in Macbeth is ‘More is thy due, than more than all can pay’. We are very grateful and shall always remain grateful to you anytime we enter this edifice.,” COP Mensah stated. The dignitaries who attended the ceremony included the South African High Commissioner to Ghana, Madam Grace Jeanette Mason, Deputy Minister of Education, John Ntim Fordjour, Board Chairman of the NCA, Mr. Isaac Emmil Osei-Bonsu, Director General of NCA Joe Anokye, CEO of the Ghana Telecoms Chamber, Dr. Kenneth Ashigbey, MP for Okaikwei South Constituency, Honorable Darkoa Newman, Municipal Director for Education Cynthia Obuni and other Directors of Education, Officials of the Ghana Police Service and the Police Training School, School Authorities, PTA Members, Pupils and Students of Ghana Police School. The dignitaries from MTN were Board Chairman of the MTN Ghana Foundation, Prof Franklyn Manu, Mrs. Nabila Williams, Board member of MTN Ghana Foundation, some Officers of MTN and staff. Since its establishment in 2007, the MTN Ghana Foundation has invested USD 15 million in over 158 major projects in the areas of education, health and economic empowerment which are directly impacting an estimated 4 million and several others indirectly. Education is one of three focus areas of the MTN Ghana Foundation. Out of the total number of projects, the Foundation has invested in 87 education projects and they  include ultra-modern Technology Laboratory for the Ghana Institute of Public Administration (GIMPA), ICT Centers for Takoradi Technical Institute, Koforidua Technical University, Bonsu Agric University and the Assistive Technology Unit at the University of Ghana, boys’ dormitory block for Akropong School for the blind, a six-unit classroom block for Kodjonya Millennium School and eight unit dormitory block for Owerriman SHS. The Foundation has also provided over 1000 scholarships for needy and brilliant students across the country under its Bright Scholarship scheme. Apexnewsgh.com/Ghana/Ngamegbulam Chidozie Stephen Please contact Apexnewsgh.com on email apexnewsgh@gmail.com for your adverts and credible news publications. Contact: 05555568093

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Ebenezer Asante’s stake in MTN Ghana now worth US$1.56 million – Report Ebenezer Twum Asante is MTN group vice president for West and Central Africa
Business

Ebenezer Asante’s stake in MTN Ghana now worth US$1.56 million – Report

The shareholding of Ghanaian multimillionaire executive Ebenezer Twum Asante in the leading telecom company, Scancom PLC (MTN Ghana), is now worth ₵9.6 million ($1.56 million). MTN Ghana, a subsidiary of the multinational telecom service provider MTN Group, is Ghana’s largest telecom operator, with a total subscriber base of 25.2 million and 11.9 million active data subscribers as of Sept. 2021. Its revenue lines, including airtime and subscription, interconnect and roaming, SMS, data, handsets and accessories, mobile money, and value-added services generated ₵5.56 billion ($906 million) in revenue in the first nine months of its current financial year. Asante, the first Ghanaian to head MTN’s operations in Ghana, holds a beneficial 0.65-percent stake in the country’s telecom service provider, making him the single largest individual shareholder, with an ownership stake of 8,000,100 ordinary shares. As of press time, Nov. 26, shares in the company were trading at ₵1.2 ($0.1955) on the Ghana Stock Exchange, unchanged from their opening price on Thurs., Nov. 25, as bearish and bullish sentiments were evenly cleared out. At the current price, the market value of Asante’s stake is ₵9.6 million ($1.56 million), making him one of the wealthiest investors on the local exchange. Research conducted by Billionaires.Africa revealed that Asante, who is MTN group vice president for West and Central Africa, has seen the market value of his stake in the leading telecom service provider increase by more than $720,000 since the start of the year. The year-to-date gain in the market value of his stake can be linked to the 87.5-percent surge in the share price of MTN Ghana on the Ghana Stock Exchange, as investors sustained buying interest in the company. In the first nine months of 2021, the company’s revenue surged by 24.9 percent from ₵4.46 billion ($726.3 million) in 2020 to ₵5.56 billion ($906 million), while its profit surged by 34 percent from ₵875.86 million ($142.61 million) to ₵1.06 billion ($172.6 million). —billionaires.africa Please contact Apexnewsgh.com on email apexnewsgh@gmail.com for your credible news publications. Contact: 05555568093

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MTN Ghana Injects GH¢5 million Into COVID-19 Fight
Business

MTN Ghana Injects GH¢5 million Into COVID-19 Fight

MTN Ghana has taken another giant step by donating five million Ghana Cedis (GH¢5,000,000) to the  National COVID Trust Fund to help complement the government’s fight against the pandemic. This donation is in addition to an earlier donation of five million Ghana Cedis (GH¢5,000,000) worth of PPE and Testing Accessories presented to the Trust Fund last year. Speaking at the handing over ceremony in Accra, the Chief Executive Officer of MTN Ghana Mr. Selorm Adadevoh, said as a company they are committed to the socio-economic development of Ghana. “We are honored to have been able to complement the Government’s efforts in managing the pandemic through the donation of 5 million Cedis worth of PPEs and testing equipment to the country,” he stated. This he said, since the outbreak of the virus, the company has supported Ghanaians with many interventions to lessen the impact of the pandemic on the nation’s socio-economic infrastructure. One of the key things which we needed to address was to boost our Network to support work from home, online school, entertainment, and other digital activities. Our aim then and now is to help ensure continuity of life, business, and wellbeing. We are proud to have also contributed to three educational campaigns aimed at getting people to live responsibly. Our “Be Wise”, Wear it for me” and “One More Push” campaigns were to encourage people across the continent to not give up in the fight against COVID-19, and to continue to wear their masks, wash their hands and practice social distancing. According to him, on the vaccination front, MTN Group donated $25million to support AU’s vaccination rollout across 55 member states to cover 7 million vaccine doses for health workers. “Having acknowledged that we have all collectively played our roles in this fight against COVID-19, MTN Ghana and its Foundation have approved an additional GHc5m to be presented to National COVID Trust Fund. It is to ensure the Government’s strategy in combating the pandemic is fully achieved. This presentation brings MTN’s total contribution to the National COVID Trust Fund to GhS10m. We believe this will help immensely to provide the needed PPEs for the people of Ghana and most importantly brighten lives as we celebrate our 25th anniversary,” he added. He also used the occasion to congratulate the President, His Excellency Nana Addo Dankwa Akufo-Addo, and the Government for taking the needed measures in managing the spread of the disease in the Country. The Chairperson of the COVID -19 National Trust Funds, Her Ladyship Justice (RTD) Sophia A.B. Akuffo who received the cheque on behalf of the COVID -19 National Trust Funds commended MTN Ghana for embarking on such benevolence exercise; adding that the contribution has come at the right time. “Since the contribution to the Trust Fund have dwindled and almost halted.  This was a result of the general perception that, the COVID-19 pandemic is either no more with us or is a pandemic for others to combat,” she disclosed. Stressing that, there is the need for collaborative efforts on the parts of all stakeholders to effectively help fight the pandemic. “We also need to support the promotion of research on the Coronavirus, its different variants the behaviour patterns, as well as the potency and efficacy of the various approved vaccines, especially the research on post-vaccination. For example the COVID-19 Specific Antibody Response in Vaccinated Persons in the Country, which has already been started by the  Noguchi Memorial Institute for Medical Research (NMIMR), of the University of Ghana, Legon. This she said, the Trust Fund has also established a collaborative partnership with the National Road Safety Authority (NRSA) to jointly implement a Road Safety and Coronavirus education campaign. According to her, the campaign seeks to educate drivers, passengers, pedestrians, and other road users on the need to be careful on the roads especially during the Christmas period. “Since Christmas is also a spike period of the Coronavirus pandemic, due to the increase in trade and commerce, as well as the increase in the movement of people, goods, and services. It is therefore imperative to include COVID-19 education and information sensitization with that of the road safety education campaign.   All these require substantial financial and other logistical resources,” she disclosed. She, therefore, urged the general public to continue to adhere to the prevention and safety protocols in order to avoid the spread of the virus. —newsghana Please contact Apexnewsgh.com on email apexnewsgh@gmail.com for your credible news publications. Contact: 05555568093

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MTN’s Selorm Adadevoh Adjudged CIMG Marketing Man Of The Year 2020 Mr. Eli Hini, CEO of MML, Mr William Tetteh, Chief Capital Project Officer, Mr. Benard Acquah, Chief Information Officer in a group picture with some staff of MTN after the CIMG Awards Ceremony
Business

MTN’s Selorm Adadevoh Adjudged CIMG Marketing Man Of The Year 2020

The CEO of MTN Ghana Mr. Selorm Adadevoh has been adjudged the Marketing Man of the Year 2020 at the 32nd Annual National Marketing Performance Awards organised by the Chartered Institute of Marketing. The award is in recognition of his excellence in strategic marketing in the areas of Market Insights, People Management, Corporate Reputation Management, CSR, and Sound Marketing Management. The citation to Mr. Adadevoh for being Marketing Man of the Year reads in part as follows: “A marketing corporate executive, an astute administrator and an achiever are what many see you to be; and these accolades were not lost on our team of assessors who could not agree more, thus this crowning moment. You led a company that is dedicated to lead in the delivery of a bold new digital experience for your customers, and you have succeeded in wowing them by making their lives a whole lot better.”  At the same event MTN Ghana won three other awards including: Marketing Practitioner of the Year 2020 – Mr. Eli Hini, CEO of Mobile Money Limited, a subsidiary of MTN Ghana New Media Campaign – MTN “Wear it for me” MTN Ghana retained its CIMG Hall of Fame Award for the second consecutive year The awards add to the several other awards bestowed on the business and its executive officers across many platforms in recognition of its performance in a difficult year – 2020, a year that saw the outbreak of the global pandemic COVID-19, transforming businesses and their operations. MTN Ghana demonstrated resilience in its operations and invested heavily in corporate social investments helping the government of Ghana in its fight to stem the pandemic. Receiving the Marketing Man of the Year award via video, Mr. Adadevoh expressed his gratitude to MTN staff, partners and stakeholders for their support and contribution to the company’s achievement. He said, “a big thank you to all staff of MTN and partners for their contribution and to CIMG for the recognition”. “CIMG Awards is a very important award for us at MTN. Adjudged Marketing Man of the year, places a responsibility on me and MTN as a whole to continue the excellent work we do in meaningful ways not only to MTN but to Ghana”, he added. The CIMG Awards was instituted to deepen the interest of the marketing profession and that of its members and to ensure that the Institute impacts positively in the performance of its legitimate role in society, the economy of Ghana and the world at large. The 32nd edition of the Awards also coincided with the 40th Anniversary of CIMG and the 25th Anniversary of MTN and was organized under the theme “Repositioning Ghana to leverage AfCFTA for economic development.” Apexnewsgh.com/Ghana/Ngamegbulam Chidozie Stephen Please contact Apexnewsgh.com on email apexnewsgh@gmail.com for your credible news publications. Contact: 05555568093

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MTN Ghana Invites Entries For 25th Anniversary Bright Media Awards Competition Samuel Koranteng, Chief Corporate Services Officer of MTN Ghana
Education

MTN Ghana Invites Entries For 25th Anniversary Bright Media Awards Competition

MTN Ghana has launched its 25th Anniversary Bright Media Awards Competition to reward Ghanaian journalists. The Bright Media Awards Competition will reward journalists across the country for their immense contribution to the growth of the business through storytelling. The competition is part of activities being organised to commemorate MTN’s 25th anniversary celebration. Journalists are invited to submit entries on the topic: MTN Ghana – 25 Years of Brightening Lives. The rules of the competition are as follows: The competition is open to all Ghanaian journalists working in print, online media/digital, radio and television. Use of digital multimedia approaches/presentation will be an advantage Entries must be original works not previously published or broadcasted Print and online – article of not more than 1000 words. Radio – Audio documentary or magazine programme of not more than five minutes Video submission must be a short video/ documentary or magazine programme of not more than five minutes There will be a special award for best photographic presentation on the theme. Photographers/photojournalists are encouraged to send photos with captions and contexts. There is a limit of two entries per person. Awards prizes            Overall winner will receive up to 25,000 cedis worth of prizes, including cash, digital device, plaque and other gifts. Category winners will also receive up to 10,000 cedis worth of prizes including cash prize, digital device and plaque. There will be special awards/consolation prizes as well. All entries are to be submitted digitally via brightmediaawards@mtn.com and the deadline for submission of entries is 5pm on November 25, 2021. Speaking on behalf of the Chief Corporate Services Officer of MTN Ghana, Nana Kofi Asare, Senior Manager, Commercial Legal  said, “the media have been key to the success of the business; they have shared our stories with Ghanaians for the past 25 years. Through them we have kept our stakeholders and customers updated and informed on our operations and plans, and as we celebrate 25 years, it is only right that we include them in the celebrations and reward them for their good work”, he added. MTN launched its 25th anniversary in June 2021 to commemorate the company’s operations in Ghana. Several activities have been organized to celebrate customers, partners for their support and loyalty over the past 25 years. Apexnewsgh.com/Ghana/Ngamegbulam Chidozie Stephen Please contact Apexnewsgh.com on email apexnewsgh@gmail.com for your credible news publications. Contact: 05555568093

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MTN Ghana Implements Onnet/Offnet Parity Measures From November 1, 2021 In Compliance With SMP Directives MTN LOGO
Business

MTN Ghana Implements Onnet/Offnet Parity Measures From November 1, 2021 In Compliance With SMP Directives

MTN Ghana today announced onnet/offnet parity measures on its network to ensure on-net/off-net parity for Voice and SMS special plans, promotions and bundle offers to enable customers enjoy the same rate for calls on MTN and calls to other local networks. In June 2020, MTN Ghana was declared a Dominant/Significant Market Power (SMP) in the Voice, Data and SMS markets. MTN has complied with all the defined directives to date by the Regulator. The objective is to increase competitiveness in the telecommunications industry. This initiative is one of the remedies imposed under MTN Ghana’s declaration as a Significant Market Power (SMP). Full details of the onnet/offnet parity are available on the company’s website www.mtn.com.gh, our social media platforms and will be published in print media. MTN Customers can also dial *550# for details. T& Cs apply. We continue to engage the Regulator to explore ways of promoting competitiveness in the industry while ensuring value for all our Customers through continued innovations in our products and services. MTN Ghana remains committed to pursuing its Ambition 2025 strategy which is anchored on building the largest and most valuable platform business to support Ghana’s digitalization agenda Apexnewsgh.com/Ghana/Ngamegbulam Chidozie Stephen Please contact Apexnewsgh.com on email apexnewsgh@gmail.com for your credible news publications. Contact: 05555568093

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Winners of MTN@ 25 Mega Promo Receive Prizes: 20 More Brand New Hyundai Sonata Vehicles Up For Grabs CMO-Noel Kojo Ganson & Jemima Kotei-Walsh CCRO Present prize to a winner of the Brand New Sonata
Business

Winners of MTN@ 25 Mega Promo Receive Prizes: 20 More Brand New Hyundai Sonata Vehicles Up For Grabs

MTN Ghana has presented the first five (5) brand new Eighth Generation Hyundai Sonata Vehicles to the first set of winners of the MTN @ 25 Mega Promo. The winners drawn from data collated from the first month of the promotion consist of 3 national winners and 2 regional winners selected from the Ashanti and Ahafo regions. The first five winners are Mr Kofi Anane, Mr Boakye-Yiadom Osei Owusu, Miss Grace Amoah, Mr Eric Osei Agyeman and Miss Angela Dodzi Bakah. About 200 customers also received cash prizes up to GHC5,000 while 8,000 customers received airtime which were transferred to them digitally. MTN Ghana expressed its commitment to continue to brighten the lives of Customers beyond the provision of distinct Customer Experience and telecommunication services. Noel Ganson, the Chief Marketing Officer of MTN Ghana said, “the Silver Jubilee celebration could not be complete without recognizing the significant contribution of our numerous Customers to the success of the company. “With you, our Customers, we have been able to build a formidable business that provides value.” “The journey of rewarding 25 customers with the Hyundai Sonata, cash and airtime has just begun, therefore, all customers should take the MTN @25 Mega promotion seriously to benefit”, he added. Rehina Adams, Showroom Manager of Hyundai Motors and Investments Ghana Limited mentioned that the 8th Generation Sonata’s features include Push To Start, Remote Start Ignition, Voice Command Control and Shift By Wire Button. Other features include Reverse Camera and Reverse Sensors, Touch Screen with Internal Memory and Leather Seats. Angela Dodzi Bakah, one of the winners from the Ashanti region, expressed her delight in emerging as one of the winners and urged other users of MTN to be optimistic about winning. “I am very delighted. I joined the promo by doing more with MTN. I did more transactions and bought a lot of airtime and bundle. Initially, I thought it wasn’t real but winning this car has increased my confidence in MTN promotions. I encourage all Customers  to subscribe to the promo and win big,” she said. MTN launched its 25th anniversary mega consumer promotion in August to reward Customers for their loyalty to the brand. The points–based promotion is designed to reward all Prepaid and eligible Post paid Subscribers (existing and new) based on their usage of products and services across MTN platforms. To participate in the promo, customers are required to dial *156# and select option 5 to opt-in. Alternatively, customers can enter the promo by downloading myMTN App and proceed to opt in digitally  at https://tinyurl.com/25th-Promo. The mega promotion is expected to end on October 31st 2021. Winner Selection and Promo Rewards Customers who exceed their monthly target points by the highest percentage margin (by ranking) will be rewarded. In all, 25 Customers will be rewarded with 25 brand new Hyundai Sonata cars. Over 24,000 customers will be rewarded with cash prizes up to Ghc5, 000 and loads of free Airtime. As the 25th anniversary promotions run, MTN customers are advised to be wary of the activities of fraudsters who employ various tactics to defraud Customers. MTN Ghana will only call Customers via 0244300000. Winners of MTN promotions are not informed via any links or promo codes. MTN will not request for any money or airtime before customers redeem their prizes. Customers are advised to call the Toll-Free number 100 or interact with customer service agents on its social media handles as follows: Twitter @MTNGhana/@AskMTNGhana; Facebook: MTN Ghana WhatsApp:0554300000 and 0555300000. Customers also have the choice of using MyMTN App or Email via customercare.GH@mtn.com.   Visit www.mtn.com.gh  for more details on the promotion. Apexnewsgh.com/Ghana/Ngamegbulam Chidozie Stephen Please contact Apexnewsgh.com on email apexnewsgh@gmail.com for your credible news publications. Contact: 05555568093

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MTN’s customer service practices have evolved; Mrs Jemima Kotei Walsh Mrs Jemima Kotei Walsh
Opinion

MTN’s customer service practices have evolved; Mrs Jemima Kotei Walsh

Twenty-Five years ago when MTN Ghana, then known as Spacefon launched its Global System for Mobile communication (GSM) mobile cellular services with initial coverage in Accra and Tema, they only had a hotline of just about four employees to attend to customer needs and enquiries. Today, the mobile telecommunications company in Ghana attends to millions of customers across the country. Customer Service Week is celebrated annually during the first week in October — October 4 – 8 but in recent years, the company dedicates the whole month to celebrating and expressing gratitude to its customers for their loyalty. Earlier this week, our reporter, Efia Akese (EA), interacted with the Chief Customer Relations Officer of MTN Ghana, Mrs Jemima Kotei Walsh (JKW), to find out how the journey has been throughout the 25 years of operation, how the company’s customer services have evolved over the years and what customers should expect especially this year when the company marks its 25 anniversary in Ghana. Below are excerpts from the interview: EA: We know you are commemorating the 25th anniversary of MTN operations in Ghana, can you take us through the customer service journey over the years? JKW: The journey over the past 25 years has been a truly exciting and rewarding one. Mrs. Jemima Kotei Walsh presenting  a prize to a customer at a Y’ello Soiree in Takoradi in the Western Region We have grown from just a handful of customers and customer service persons in the early days of the business to millions of customers and thousands of service personnel today. EA: What have been the major changes in customer service in your 25 years journey? JKW: Our customer service practices have evolved with technology and gone through significant transformations over the years. From a hotline of just about four employees to a fully-fledged contact centre and customer service team with over 600 personnel offering both self-service and agent-assisted options. Customers being attended to at the MTN Service Centre at Osu in Accra Our branch network footprint has expanded from just a few centres in Accra to regional and current national coverage. In recent years, we have also introduced digital and online channels such as our social media customer support, as well as apps to enable us to serve our customers remotely and to be present on their preferred channels. We’ve also strengthened the relationship with customers by introducing relationship managers and key account managers for managing some categories of our customer base. Customer Relationship Managers and some guests on the dance floor at a Y’ello Soiree This is in addition to the thousands of canvassers who are out there on the field providing trade services to customers. EA: What technologies have the company invested in to improve customer service delivery? JKW: Over the past 25 years, there has been a great deal of investment in all aspects of the business, including customer services, to provide the best quality experience to our customers. Technological advancements offered us the opportunity to update our customer relationship management tools to better serve our customers from queue management to intelligent routing to enhanced KYC (Know Your Customer) and customer management tools and now digital. We also have Voice of the Customer (VOC) tools to solicit feedback from customers as a follow up of their engagements with us to help us continuously improve. EA: Could you share any positive outcomes or success stories (experiences) with customers? JKW: We have many of such stories to tell. MTN Customer Relationship Managers presenting a cake to a customer on her birthday Customers’ needs vary and it’s always a delightful experience when a customer issue is resolved, no matter how simple or complex it may be because it brings smiles to their faces. Our customer experiences are too numerous to share here. EA: How has the role of the customer service personnel changed with technology? JKW: Technology has enhanced our service delivery practices such that today, a customer’s needs not come to our physical touchpoints to be supported on an issue. Some guests at a Y’ello Soiree organised to celebrate customers The more basic requests such as purchasing airtime or unblocking a PUK can be done by the customer without any support from service personnel. Our service personnel are also able to remotely support customers, as well as handle multiple customer interactions via digital channels with the help of technology. In all of this, our people have also developed and sharpened their skills to thrive in the digital world. EA: What are some of the challenges you have faced and how are you dealing with them? JKW: The customer experience landscape has greatly changed over the years and keeps evolving. Throwback: Some customer service staff posing by the prize car of the first customer promotion organised by Spacefon Increased customer traffic and the complexity of customers’ needs are some of the challenges. EA: I believe you agree with me that we cannot talk about the achievements and challenges over the 25 years period without talking about COVID-19? How has the pandemic impacted customer service delivery? JKW: It certainly put a lot of strain on our people, processes and channels, especially the online channels and our service centres amidst the COVID-19 protocols, but we rose above the challenges and delivered acceptable service standards under the circumstances. EA: Do customers understand why your customer service teams changed the way they interacted with them? JKW: Yes, I believe this is in relation to COVID 19. A customer receives a phone from MTN at a Y’ello Soiree In view of the nature of the pandemic and the awareness created, they were very understanding of the situation. EA: What were some of the high and low points during the peak of the COVID-19 pandemic? Can you share a touching story? JKW: The fear and anxiety stemming from the uncertainties of the pandemic and what the future holds were overwhelming in many ways. However, with the structures put in place and the support of the

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