CUSTOMER SERVICE IN THE CALL CENTER - MTN

Happy New Month to you my wonderful reader. I wish you especially the best in the next half of the year and I wish us a better, more fun, educative and interesting journey ahead.
We continue our journey through the call center as planned. Kindly subscribe so you get all future posts.
When was the last time you contacted your network provider? Was it to commend them? Make a complaint, enquiry or a request? How would you rate them?
Most people will agree to the saying that all the network providers are the same and they do practically the same bad and good things. Not sure of your opinion on that though.
I picked up my phone and called one of my providers over the past days for some assistance and the experience was always different. You know in Ghana you can afford to have more than one since they are not always reliable. My experience during every interaction was different. If it is bad, it is super bad and the persons in question do not bother at all.
I certainly did not feel this smiles and readiness to help
MTN must be on the lookout and correct these ASAP. Some years ago I would hear friends and colleagues tell me how good their services are in their centers. Currently they do not have that bragging right anymore. They can only boast of the fact that they have the largest customer base. Note that your customers are also customers of the other networks as well.
The call center Agent sounded as though my call woke her up from her beauty nap (at noon) and that I was a bother. No sign of urgency towards work and definitely no regard for me on the other side of the line. One experience after another on the same day and other days because I did not get what I called in for and none of them were able to assist. No probing to get to understand better what I said to them, how I went about the things, what the feedback was. They did NOTHING, no attempt to help me at all and my frustration did not even tickle them. I was left at the mercy of waiting till their systems are ready to come up again for me before I could perform my transactions. I do not want to bore you much with mine because I know you have your own to share with all of us.

Observations
  • Service rendered was inconsistent and very poor with 2 people being average
  • Agents did not show any interest in what they were doing
  • No sign of they been trained (cold calling, customer service, communication)
  • Very poor product and services knowledge
  • Have difficulty in communication – not able to express themselves well in English
  • Very poor listening skills
Suggestions
  • Refresher training for Agents especially those “out of touch”
  • Everyone must be consistent with service delivery and experience
  • Mystery shopping by management and stakeholders (More of those)
  • Engage Agents or individuals with passion for the work
MTN you can do better





I am Ivy Zelda A. Yeboah, a graduate with a Bachelor’s degree in Marketing from UPSA and Social Media Marketing  from Northwestern University. I have lots of experiences in customer service, Marketing and Social media. I have a passion for Advertising and Branding and have studied around those areas. I am a manager in a contact center and I am currently looking forward to new challenges in the same field or other fields of interest. Feel free to contact me LinkedIn on http://bit.ly/2fVXNlY (Ivy Akosua Yeboah), Twitter handle @Zeldayeb (Ivy Akosua Yeboah) and Facebook - Zelda Yeboah

Comments

  1. Anonymous10 July 2017 at 14:09

    My friend transfer​ed ghc1000 to a wrong no number and immediately called​ the call center to inform them. They also confirmed the transfer​ to the wrong number and promised​ they would reverse the cash.
    As at today when we called MTN call center to follow up, a guy from there told us they cant do anything​ about it. Now the money have been withdrawn from the account​. Is that how you treat your customers? MTN we need our money back.

    ReplyDelete
    Replies
    1. Zelda10 July 2017 at 14:22

      This is awful MTN, how can we help this cherish customer?

      Delete
    2. Zelda11 July 2017 at 10:33

      Glad to say that after the sender took up the step to get in touch with the wrong recipient, funds have been transferred to the intended recipient. MTN took details from me to follow up on the complaint this afternoon and got to the wrong recipient who confirmed transfer of funds back to the correct recipient. Good effort MTN, you promised to take up concerns raised here and we will be watching.

      Delete
  2. Anonymous11 July 2017 at 04:55

    You have just hit the nail at the right spot.Its a pity what happens at the call centers. Sometimes you would actually hear them chatting n laughing at the background.

    ReplyDelete

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