MTN GlobalConnect, a pan-African digital and infrastructure services company, launched its new Customer Success Centres in Ghana and Kenya to enhance better customer experience globally through a more efficient management of all support requests.
The Customer Success Centres will include the insourcing of the company’s Network Operations Centre (NOC) and the establishment of a new Service Operations Centre (SOC).
This is the first step of a phased investment which forms part of the expansive plans for the region, with Ghana identified as one of the key markets.
Ghana’s Vice President, Dr. Mahamudu Bawumia attended the event, and thanked MTN for what he called a ‘bold step’.
“Ghana has made tremendous strides in the digitalisation field. And one of the fruits of these strides is the decision to relocate the MTN GlobalConnect network operation centre in our country. This first tangible sign of Ghana’s digital transformation justifies the vision of President Nana Akufo-Addo that Ghana should benchmark itself against the best in the world,” he said.
On her part, Deputy Minister for Communications and Digitalisation, Ama Pomaa Boateng said the launch of MTN GlobalConnect operations in Ghana marked another high point in Ghana coming of age as a digital hub on the continent.
“I commend MTN Group and MTN GlobalConnect for making the centre possible and for choosing Ghana. The Communications and Digitalisation Ministry will continue to create the enabling environment to facilitate your operations,” she added.
MTN Group President and CEO, Ralph Mupita stated that: “MTN GlobalConnect’s commitment to connecting Africa to the world aims to foster innovation and further grow the continent’s digital economy.”
He added that MTN GlobalConnect was bringing its network surveillance and assurance operations capability back to Africa from outsourced suppliers in India.
“The onshoring of these operations demonstrates MTN’s confidence in Ghana and her people as the country accelerates work to develop the digital economy and overcome economic challenges,” he stated.
MTN GlobalConnect CEO, Frédéric Schepens noted that the opening of the Customer Success Centres was a milestone in the expansion of their business in Africa, adding that “Through our investments, we are committed to supporting both social and economic benefits that will drive direct and indirect job solutions.”
“Our Customer Success Centres will enable our business to have tighter control measures and enhance the quality of our customer experience globally, by enabling all support requests to be managed by our specialised MTN GlobalConnect employees. Our key initiative will take us closer to realising our purpose of enabling the benefits of modern connected life for everyone,” he said.
The new Customer Success Centres will contribute to MTN Group’s strategic intent, Ambition 2025: Leading digital solutions for Africa’s progress, furthering digital and financial inclusion on the continent MTN calls home.
