Mtn
MTN insurancer call centre hold times

Telecommunications

I sent the below comment over a month ago and got got some half baked response that the problem was being looked into. I havent received a curtesy call nor has there been any response to the fact that it had been fixed. Well I can say It is still not fixed, spent over 30 mins on hold today! How does a call center hold time problem take a month to sort out? Do you actually care about your customers and what they have to say about your company, because this is rediculous and wasting my time!

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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