Mtn
Horrendous Hold Times

I am not sure how your MTN insurance call centre work, however I have tried to get through twice to your call centre to log a claim and I have been kept on hold, without the calls being answered, in excess of 20 mins! I come from a call centre background, so surely your call centre agents have to maintain an SLA which is bound to their incentives, with these call hold times/calls not being answered, I can see your call centre agents must get no incentives whatsoever. If there was a telephone issue, why was the voice prompt not changed to inform us customers that calls would not be answered due to a technical error, instead of frustrating us with annoying music and running up our phone bill?

Company: Mtn
Country: South Africa
City: MTN Insurance Call Centre

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