MTN wins customer service prize
The company cracks the Orange Index for the telecoms industry.
A locally developed customer satisfaction survey, the Orange Index, compiled by market research house Ask Afrika, has found MTN to be top of the telecommunications industry.
This is the third year in a row the company has won in the division.
Karel Pienaar, MD of MTN SA, says despite it having been a hard year the company still holds the customer first.
“Our customers are at the very heart of our business we exist because of them. And, although this has been a very challenging year for MTN in terms of the current economic climate, our own systems and network infrastructure upgrades, and the introduction of RICA, our customer-facing staff have not let us down.”
Accepting the award yesterday, at Melrose Arch, in Johannesburg, Ureshni Danilala, MTN's manager for operational support, said the company has eight call centres in three sites, taking in a total of 16 million calls per month.
“This has been the most challenging year in MTN's history,” she added.
[EMBEDDED]However, she said the company had put in place several internal initiatives that help keep the staff on their toes, including an internal service charter and preferential call centre shifts for workers who are top of their game.
Pienaar says, as part of the ongoing support to the customer, MTN has invested billions this year on improvements and upgrades to its IT systems. ”While there have been some teething problems, we are now beginning to reap the rewards of our investment.”
Eddie Moyce, GM for customer operations at MTN SA, says there is still room for improvement. “While I am delighted with our position within our own industry, overall we have dropped 10 positions to 20th [on the Orange Index]. This gives us a useful barometer to measure how much we can still improve our service to our customers.”
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MTN's customers are at the very heart of its business, says MD of MTN SA Karel Pienaar. |
This is the third year in a row the company has won in the division.
Karel Pienaar, MD of MTN SA, says despite it having been a hard year the company still holds the customer first.
“Our customers are at the very heart of our business we exist because of them. And, although this has been a very challenging year for MTN in terms of the current economic climate, our own systems and network infrastructure upgrades, and the introduction of RICA, our customer-facing staff have not let us down.”
Accepting the award yesterday, at Melrose Arch, in Johannesburg, Ureshni Danilala, MTN's manager for operational support, said the company has eight call centres in three sites, taking in a total of 16 million calls per month.
“This has been the most challenging year in MTN's history,” she added.
[EMBEDDED]However, she said the company had put in place several internal initiatives that help keep the staff on their toes, including an internal service charter and preferential call centre shifts for workers who are top of their game.
Pienaar says, as part of the ongoing support to the customer, MTN has invested billions this year on improvements and upgrades to its IT systems. ”While there have been some teething problems, we are now beginning to reap the rewards of our investment.”
Eddie Moyce, GM for customer operations at MTN SA, says there is still room for improvement. “While I am delighted with our position within our own industry, overall we have dropped 10 positions to 20th [on the Orange Index]. This gives us a useful barometer to measure how much we can still improve our service to our customers.”
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