Saturday, December 03, 2011

Musings on improving customer experience at MTN and MTN Connect centres

Last week I made my usual trip to the connect center for MTN. As usual the staff were courteous and helpful but I came away unhappy.

It is my belief that some of the reasons that customers come in to the center can be better addressed via a careful blend of self service and better empowered customer service personnel.

On the days I have visited you get customers who have come in for a varying number of reasons from topping up their prepaid accounts to registering their SIM and signing up to one of the increasingly popular BlackBerry bundles.

It turns out that with careful construction of self service applications MTN could reduce the number of customers feeling the need to come in. Take a scenario where a customer needs to top up their account: they should be able to do so at the now ubiquitous ATMs in major city centers.

Having more staff empowered with smartphones running key applications that, for example, allow them to take card payments for a vareity of services - it is a mobile communications company afterall - would help manage the load at the connect centers. Second level customer service operatives can then better spend their time helping customers with more complex requirements. This would be consistent with the level of customer experience you would get at an Apple Store or Wagamama where tills are attached to roving and attentive customer service personnel.

My pet peeve at the moment is my current issue where I need a statement of expenditure on my prepaid mobile account for accounting purposes. Front line staff at these locations are not empowered to solve my problem and as a customer there are no self service options. So I am stuck with the lengthy and soul destroying process of writing a letter along with applying for a police report just to get a statement on my account.

I am hopeful that a customer-focused someone in the MTN hierarchy reads this and sets the train in place to make the necessary adjustments for improved customer experience.

Peace and Love.

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