MTN Ghana is intensifying efforts to enhance customer experience by expanding service outlets, upgrading its network infrastructure, and accelerating the adoption of digital tools and artificial intelligence (AI) in customer service.
These measures are aimed at reducing complaints, streamlining user engagement, and reinforcing the company’s reputation as Ghana’s most customer-focused telecommunications provider.
Mawunya Agogoe, Manager of Retail Experience for Eastern, Volta and Oti Regions, who made the announcement, said as part of this renewed focus, MTN plans to roll out additional customer service points across the country, ensuring easier access to services.
This transformation strategy was communicated during MTN’s 2025 regional stakeholder engagements held in the Volta and Oti Regions.
The forums formed part of a nationwide initiative to deepen relationships with communities, regulatory bodies, and the media.
MTN staff organising the engagements
The panel at the forum included Peter Bimpeh, Senior Manager for Regional Sales; Georgina Fiagbenu, Senior Manager for Corporate Communications; Mawunya Agogoe, Manager for Retail Experience; and George Hunakpa, Engineer for Network Field Services.
Other MTN staff who constitute the team are Afua Serwaa Asafo-Adjei– Media Relations Advisor; Sheila Sorinye – Community Relations Advisor; Kennedy Ofosuhene, Corporate Services Advisor – Southern Ghana; and Nash Odoi – Regulatory Affairs Officer.
Attendees, including representatives from the media, traditional authorities, Ghana Police Service, National Communications Authority (NCA), and Ghana Highways Authority, were present and offered feedback, particularly on public education and infrastructure rollout.
More significantly, Agogoe said the company is embedding advanced AI into its operations, particularly its digital assistant, Zigi, to handle more complex customer queries and deliver faster, more intuitive solutions.
According to him, the future of telecom service lies in empowering users to resolve issues independently—from SIM swaps to Mobile Money PIN resets—without the need to visit physical branches.
He explained that MTN’s digitisation drive is therefore focused on providing tools that allow customers to solve problems with just a few clicks.
Stakeholder engagement in Volta Region
In Ho, the capital of the Volta Region, MTN Ghana hosted a comprehensive forum to engage stakeholders and provide updates on the company’s initiatives in the region.
The event brought together members of the media, traditional leaders, regulators, and customers in an open discussion.
MTN used the opportunity to reaffirm its commitment to investing in infrastructure to improve network quality and coverage.
Senior executives highlighted ongoing and planned investments in base stations and digital solutions to address service challenges.
The company also emphasised its corporate social investments in education, health, and youth empowerment, noting that these projects were integral to its long-term vision of shared growth with communities.
Concerns about SIM card availability and pricing were also addressed, with MTN assuring customers of steps to resolve distribution and cost discrepancies across the region.
Updates were also provided on how users can access MTN’s digital services through mobile apps, including MyMTN and Ayoba.
Community concerns took centre stage in the Oti Region, where engaged residents on network quality, billing, and momo fraud
The second leg of MTN’s stakeholder tour took place in Dambai in the Oti Region, where the company hosted a vibrant community forum at the Pentecost Church.
The event attracted a diverse audience, including commercial motorbike riders (Okada), local opinion leaders, and residents.
Participants voiced concerns over inconsistent network signals, dropped calls, and slow internet speeds in certain areas.
Some attendees also raised issues related to unexplained airtime and data deductions, prompting MTN officials to explain their billing systems and encourage the use of data monitoring tools on the MyMTN app.
A recurring complaint from customers was the difficulty in accessing MTN’s call centre, particularly during peak hours.
MTN acknowledged the concern and highlighted ongoing improvements to its customer support systems, including the enhancement of its AI assistant Zigi to reduce wait times.
The issue of Mobile Money fraud also featured prominently, with several users sharing personal experiences of scam attempts. MTN responded by educating customers on fraud prevention tips and encouraging prompt reporting of suspicious activity.
During a separate media engagement in the Oti Region, journalists sought clarification on challenges relating to service efficiency, roaming, and fraud mitigation efforts.
MTN executives reiterated the company’s commitment to improving customer experience across all fronts.
MTN reaffirms support for regional development goals
As part of its broader community engagement strategy, MTN Ghana paid courtesy calls on the Volta and Oti Regional Coordinating Councils, as well as the Municipal Chief Executive of Krachi East.
These meetings served to reaffirm MTN’s collaboration with local authorities and align its corporate initiatives with regional development objectives.
The regional authorities, in turn, commended MTN for its outreach efforts and urged the company to prioritise network expansion and intensify its corporate social responsibility activities, particularly in underserved and rural communities.
A bold digital future for all
MTN’s ongoing stakeholder series reflects its strong commitment to transparency, responsiveness, and innovation.
By actively listening to community feedback and incorporating it into service strategies, the company aims to build a more inclusive and customer-centric telecom ecosystem.
Through continued investments in technology, infrastructure, and people, MTN Ghana is positioning itself to lead the next wave of digital transformation in the country.
The 2025 stakeholder engagement program is set to continue in other regions, ensuring that customers across Ghana have a voice in shaping the services they rely on every day.
