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Kigali 11th November, 2013
MTN starts 24-hour services
MTN Rwanda has started 24-hour operations in a move aimed at ensuring customers access services around the clock at its Union Trade Centre-based service point.
Speaking during the launch, MTN Rwanda’s General Manager, Customer Operations, Norman Munyampundu said the start was among the initiatives in place and more coming to ensure proper customer service.
“We want to transition from customer service to customer experience so that in a matter of years; our customer experience at all the touch points will be excellent. We want MTN Rwanda to become the global example of outstanding customer experience,” he said.
The 24/7 open customer service Center launch now makes MTN Rwanda the second multinational company to operate around the clock in Kigali after Nakumatt Supermarket and first MTN service Center to do so in most parts of Africa
“Since we appreciate the change in nature of our business and the digital world our customers’ lives revolve in, we don’t want factors like time to be a disincentive for any customer to access a service,” explained Norman.
“If you want to cash out your mobile money anytime, you are now able to access it anytime.”
Norman said the telecom firm would monitor the centre’s performance and assess where and when to open others.
“By opening 24 hours, we enable other businesses to grow as well such as the taxi services who transport clients at night and people who vend airtime. More people can now stay out working because they give clients services,” said Bella Rukwavu, a city dweller.
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