TELECOMS
GHANA
By Nana Appiah Acquaye, Accra, Ghana
Subscribers of Ghana’s leading network operator MTN will now heave a sigh of relief as getting real time access to the customer care service centre has been made very easy with the provision of Do It Yourself service platforms and also the introduction of eight online interactive channels which allow customers to interact at any given time and space with an operator in the customers service desk in a local dialect and channel of one’s choice. The channels include twitter, whatsapp, skype, live web chat, MTN website, facebook and e-mail.
The introduction of these social media channels to subscribers makes MTN Ghana the only network operator in Ghana to have provided such a unique and user friendly platform for its 13.7 million customers.
In an interview with Biztechafrica during the launch of MTN Self-Service Accra, the MTN Customer Service and Credit Manager, Mr. Salihu Abu, noted that the provision of these channels affords customers to walk along with MTN on the journey of a bold new digital world.
MTN Self Service is a product that enables MTN customers to manage their account without visiting a customer’s service centre for basic needs.
Mr Abu believes that with the availability of MTN self service is going to help reduce the over reliance of customers on the call centre and service centres and further bring convenience to the door steps of MTN cherished customers.
With current subscriber base of 13.7m by the December 2014, MTN Ghana has two huge call centres in Tema and Accra where customer enquiries and complaints are addressed. The company also recently introduced the concept of Account Relationship Managers and also commissioned a new Flagship Data Stores at Osu, a suburb of Accra.
