MTN urges customers to use self-service to reduce office queues

Ho, Oct 30, GNA- The management of MTN Ghana has urged its customers to use its self-service channels to replace lost SIM cards and reset their Mobile Money (MoMo) PINs without visiting the office. 

Mr Mawunya Agogo, the Retail Experience Manager, South East, MTN Ghana speaking at the company’s Volta Regional Media and Stakeholders Engagement, in Ho, said the telecommunications giant had deployed self-service for the two services after research showed they were the main reasons customers crowded its branches 

He said all the customers needed was a blank SIM from any MTN touchpoint and then dial *133# or use the MyMTN App to initiate the replacement. 

“If you don’t have a smartphone, a neighbour, friend, brother or sister with a smartphone can assist you with the swap for others option,” he explained. 

Mr Agogo said the process was protected by a Likeness Check feature which “takes a live picture of the customer and verifies it against the National Identification Authority (NIA) database,” preventing unauthorised replacement. 

For MoMo PIN reset, customers can use the MoMo App and select “Forgot PIN” to reset on their own. 

Mr Agogo said the initiative, together with new offices opened in Ho for instance, had eliminated long queues that were previously seen in front of MTN branches in the regional capital in the last two to three months. 

The engagement Wednesday brought together media practitioners from various parts of Volta to learn of MTN Ghana’s operations in the region, amplify the challenges of customers for redress and share ideas on the way forward to benefit both the company and the customer. 

The event, one of the avenues that MTN Ghana engages to solicit feedback from the public in order to provide specific products to suit its customers and improve upon its services, featured documentary screening on MTN Foundation, panel discussion, question and answer, and spin and win sessions. 

Mr David Gyimah Boadi, the General Manager, Southern Ghana, MTN Ghana disclosed the company’s investment over the years to expand network capacity, improve service quality and strengthen infrastructure resilience nationwide, with the Volta Region listed as a key beneficiary. 

He also mentioned relevant community interventions across the region such as the commissioning and handing over of an ultra-modern Accident and Emergency Centre valued at GHS15.4 million to the Ho Teaching Hospital this year among others as part of MTN Ghana’s commitment to health and education in the Volta Region. 

Edited by Maxwell Awumah/Benjamin Mensah 

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