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.
MTN is also taking bold steps in fraud prevention, addressing a growing industry-wide challenge.
The company, a leader in ongoing awareness campaigns, has introduced biometric authentication and double-layered security for high-risk transactions while minimising reliance on One-Time Pins (OTPs).
A notable success was its collaboration with law enforcement, which led to the dismantling of a Johannesburg-based OTP scam syndicate.
“Trust is the foundation of our customer relationships, and our enhanced security measures are reinforcing that trust,” adds van Heerden.
MTN’s customer-centric innovations include self-RICA registration via the MTN App, paperless delivery systems, and seamless recharge options, all designed to remove friction from everyday interactions.
“Our approach is rooted in customer feedback and data insights,” van Heerden explains. “By addressing the pain points highlighted in surveys and CEO Live Chat sessions, we are simplifying processes and making MTN more accessible to everyone.”
MTN’s efforts have not gone unnoticed, with accolades like Best Network from umlaut and MyBroadband affirming its leadership in the industry. MTN is committed to raising the bar in customer experience.
As MTN approaches its 2025 ambitions, it remains committed to evolving alongside customer needs. “Our goal is to make every interaction effortless,” says van Heerden. “We’ve come a long way, but there’s always room to innovate further.”
With continuous investment in technology, security, and customer support, MTN is not only responding to the needs of today but also shaping the telecommunication landscape of tomorrow.
