MTN South Africa Paving the Way Towards Excellence in Customer Experience

MTN South Africa Paving the Way Towards Excellence in Customer Experience

MTN South Africa is advancing its journey to transform customer experience through innovation and security, showcasing meaningful progress in the telecommunications industry.

While celebrating notable achievements, MTN recognises that there is still more to be done to deliver truly exceptional service.

By improving its Interactive Voice Response (IVR) system—an automated phone system that helps direct calls to the right department or provides self-service options—MTN has streamlined issue resolution, reduced call volumes, and improved efficiency.

Additionally, the introduction of over 40 new online service journeys has further simplified support processes. Its expanded WhatsApp service has also seen impressive growth, with 200,000 new conversations over the past year, offering automated support with seamless escalation to agents when required.

Cornelia van Heerden, Customer Experience Operations Executive at MTN SA, highlights the strides made in customer service: “We have achieved above-average service levels across all touchpoints and seen a notable dip in repeat calls. Our social media response times are now substantially faster compared to last year.”

These achievements reflect a deliberate focus on addressing issues at their root, resulting in smoother, more efficient customer experiences—a true testament to the effectiveness of MTN’s initiatives. Positive customer sentiment mirrors these improvements, with higher touchpoint NPS (tNPS) scores and growing approval ratings on social media platforms.