The initiative is aimed at improving customer service by reducing long queues and bringing services closer to clients.
Mr Stephen Blewett, the Chief Executive Officer (CEO) of MTN Ghana, made this known during a media and stakeholder engagement forum held in Tamale in the Northern Region.
According to Mr Blewett, the new community stores will strategically be in district capitals and key towns to decentralise services that are currently concentrated in regional capitals.
This move is expected to reduce the time clients spend at service centres, decongest existing offices, and enhance service accessibility at the grassroots level.
In addition to opening new stores, MTN Ghana plans to recruit 400 more personnel to support its service delivery nationwide.
“We have taken a decision to increase our staff strength at the call centres and service stores. It’s a major investment, but a necessary one to ease the pressure on our current system,” Mr Blewett stated.
He acknowledged growing customer concerns regarding the limited number of service centres, particularly in underserved regions, and assured stakeholders that management was taking deliberate steps to improve the situation.
Mr Blewett revealed that over 45 per cent of office visits were due to SIM resets and MTN Ghana was enhancing its systems to allow remote services to address such challenges.
“We have about three million customers using e-SIMs, and many of them don’t need to visit our offices. With improved digital support, we can resolve issues remotely,” he said.
He added that SIM swaps and PIN resets accounted for about 50 per cent of customer visits, and efforts were underway to cut down these visits by half to enhance the overall customer experience.
Currently, many MTN service centres in the country, especially those located in regional capitals, are often overcrowded.
For example, in the Upper East Region, the only MTN office in Bolgatanga serves customers from all 15 districts and even some areas in the North East Region, including the West Mamprusi Municipality.
This has often led to long queues, delays, and in extreme cases, customers spending the night just to access services.
The planned rollout of the new community stores is expected to bring much-needed relief to clients, particularly those in remote and rural areas.
GNA
