Mobile Telecommunications Network (MTN) Ghana has institutionalized new and unconventional touch points (Customer-On-Line Channels) to handle all online requests/enquiries from customers.
These include Self Service, Emails, Social media (Facebook, Twitter, Webchat, Whatsapp and Skype), among others.
The Customer On-line Channels are expected to ensure that customers are introduced to alternative channels of contact; reduce the over reliance of customers on the call and service centres; bring convenience to the door steps of customers; and fulfil MTN’s objective of engaging customers across all channels – Traditional and Digital.
The initiative is also in line with MTN’s vision & mission of leading the delivery of the bold new digital world, as well as making its customers’ lives a whole lot brighter.
Mr Lawrence Akosen, Acting Customer Relations Executive of MTN Ghana, who made these known at the launch of MTN Self Service in Accra, last week, said in response to the growth in customer population, two Huge Call Centres had been established in Tema & Accra to handle customer enquiries and complaints.
In addition, he said, the Concept of Account Relationship Managers had been introduced, new Flagship Data Stores established and an extensive network of customer service outlets, including 50 service centres, 32 connect shops and volume management centres, among others, commissioned.
MTN Self Service is a service that allows all MTN subscribers—both pre-paid and post-paid— to register & update Personal Identification Number (PIN), connect & disconnect MTN Number, recharge other MTN numbers, request for PIN Unlock Key (PUK) and change Subscriber Identification Module (SIM).
Among the benefits of MTN Self Service to customers are taking absolute control of their accounts anywhere, anytime, ability to access and modify their accounts for free without calling the helpline or visiting any MTN office and giving customers the utmost convenience, and right to privacy.
Languages available for customers on the platform are four—English, Ga, twi and Hausa— for now.
Source: ISD (G.D. Zaney)