SA's second largest cellphone operator has upped its SME amenities with the inauguration of an operational call centre dedicated to small businesses.
MTN announced the launch of an official SME contact centre, at Heron Place, in Cape Town, on Friday, following what it says was demand for specialised technical and client support by its SME customers.
According to MTN, the call centre, a 50-seater facility, currently consists of two teams and will continue to scale up operations during 2012 and over the coming year - “aligned with market demands”.
Eddie Moyce, customer service executive at MTN, says this is not only the operator's first call centre in Cape Town, but also the first in SA to focus solely on serving the ICT requirements of its SME customers. “Earlier this year, we embarked on an extensive drive to recruit and up-skill suitably qualified technicians to be able to support the call centre effectively.”
“Our approach to our SME base is strategic and we have taken the time to understand our SME customers' needs and thus developed solutions to enhance their operations from an ICT perspective. In line with this, we understand that as products become more complex and integrated, we have to put the necessary foundations and initiatives in place to adequately serve, enable and support them - of which this call centre is yet another milestone to do exactly that.”
Moyce says MTN has made a “substantial investment” in the call centre, and will continue to do so. MTN's SME call centre can be reached by dialling 809.
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