‘Customer experience is our hallmark’ – MTN

Mrs Cynthia Lumor, Corporate Services Executive of MTN, said the telecommunications company held a Media and Stakeholders’ forum in the Western Region to discuss the impact of its operations and contributions to Ghana’s economy.

It was on the theme: “Celebrating Ghana, 60 years on; A Bold New Digital World for National Transformation.”

The statement quoted Mrs Lumor as saying that “As we celebrate 60 years of Ghana’s independence we take the opportunity to renew our commitment towards the customer and to ensure that top class customer service is available at all touch points where customers may find themselves. We continue to invest heavily in these areas in 2017 and beyond.”

She said the focus on customer experience had been the impetus for greater network investments, with the company having invested US$96 million in network expansion and upgrades to enhance customer experience in 2016.

“MTN is investing a further $143.7 million in 2017 to improve network capacity, increase infrastructural back-up and accelerate rollout of 4G sites.

Greater data speed, enhanced voice quality and overall improved Quality of Service resulting from these investments ensure a distinct experience for the customer.”

She said the company was particularly excited about the role it was playing to bring superior speed and quality of 4G data services to its subscribers, adding that so far, 475 4G sites were live nationwide, and 197 more would be rolled out in 2017, in order to improve capacity and make 4G service accessible to many more Ghanaians.

MTN is also focused on ensuring that customers with 3G and 2G devices enjoy their experience on the company’s network.

She said in 2017, MTN would add 561 3G sites to the 1713 already on air, and 354 2G sites to 2600 already existing sites. “Additionally, a total of 2,600 of MTN’s Base Transceiver Stations will be modernised to offer superior and quality services to customers.

The company will further increase voice and data capacity by adding 410 kilometres to its fibre-optic network. The expansion and modernisation projects are expected to boost the provision of mobile data, broadband, video-on-demand and value -added Services,” she added.

MTN Ghana has the widest customer service reach in Ghana, with 213 customer service locations nationwide and two nationally accessible contact centres.

The company also has the widest distribution footprint with over 200,000 retailers nationwide. In pursuit of the strategy to enhance customer experience, the company’s customer service centres in regional capitals are being transformed into state-of-the-art flagship stores. GNA

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