MTN Introduces Mobile Assistance Centres

Mobile Telecommunications giant, MTN has introduced mobile assistance centres, known as Mobile Lite. The mobile centres, which are the first of their kind in Nigeria, will assist subscribers with service-related challenges and also as part of an ongoing strategy to improve the customer experience on the network.
Mr. Akin Braithwaite, customer relations Executive, MTN, disclosed this in Abuja when the company held a customer forum in the Federal Capital City, he added that Mobile Lite will be rolled out in the next couple of weeks in all six geo-political zones of the country.
Mr. Braithwaite explained that Mobile Lite, which is essentially a state-of-the-art van equipped with broadband internet access and other essential facilities available in a traditional walk-in centre, and will move around communities to assist MTN subscribers. “It will bring succour to subscribers who, because of distance or their daily schedules, are not able to seek help for their service-related challenges at a traditional Customer Assistance Centre,” he said.
According to him, since 2008, MTN has invested millions of naira into improving its customer care processes and infrastructure, including acquiring cutting-edge technology that now enables the company to treat its teeming customers as individuals with distinct tastes and preferences.
“Today, if any customer calls our customer assistance centre he is able to elect to converse in any of Nigeria’s major languages. Subsequently when the same customer calls again, our intelligent   system automatically recognises him and routes his call according to his language preference.  This is just one of the many changes we have made in the way we relate with our customers,” he said.
He added that MTN currently has about 200 Connect Stores, adding that the figure would go up to 6000 by next year.
It would be recalled that in 2008, MTN commissioned a state-of-the-art online customer assistance facility which has capacity to handle approximately 3.5 million subscribers on a daily basis. The centre complements existing walk-in customer assistance centres across the country, broadening access to help for customers who have service issues to resolve.
The centre has capacity to interface with subscribers via multiple channels, including the Internet, SMS and telephone. It also eliminates many of the delays experienced by customers with respect to service-related assistance.
 “Our ultimate goal is to ensure that subscribers on the MTN network enjoy world class services. We will pursue this goal diligently until we meet and exceed the expectations of our customers,” Mr. Wale Goodluck, MTN Corporate Services Executive, said.