MTN Explains Expresso Call Ban

The Chief Executive Officer of MTN, Serame Taukobong, has stated that the decision of MTN to block calls and SMS messages from Expresso follows the failure of the latter to settle it’s indebted-ness to MTN.

Speaking to journalists on the issue after the MTN/Huawei Customer Experience Workshop in Accra yesterday , Mr. Taukobong said Expresso had persistently failed to settle its financial commitments to MTN.

“The MTN’s action to terminate calls and SMS from Expresso is within the National Communications Authority,” he stressed, adding that MTN had referred the matter to NCA to mediate on .

Touching on the workshop, the CEO said as part of its new customer strategy, Distinct Customer Experience, MTN had signed a five-year partnership deal with Huawei Ghana to upgrade the network and enhance the customer satisfaction of MTN users.

Against that backdrop, he said, the workshop was to discuss quality check models and modalities in assessing the performance of Huawei in delivering on exceptional customer experience under the contract.

Mr. Taukobong said under the deal, Huawei, one of the world’s biggest technology companies, would deploy its customers’ experience solutions to support MTN to provide the best network service to customers.

In addition, he said Huawei would promptly attend to and address queries from MTN users across the country.

“In view of the MTN’s network quality and leadership in the telecommunication industry, there is a continuous demand from customers to do more,” adding that “the drive of MTN’s new customer strategy, distinct customer experience, is to continue to improve on the network quality and move ahead to meet the satisfaction of our customers.”

Mr. Taukobong said the company would continue to invest in the network and deployment of modern technologies in its operations .

He said MTN in a bid to deliver quality service, in September this year, outsourced the operation and maintenance of the network to Huawei.

“Management of MTN is excited about the partnership and is confident it will help the company to achieve its goal as a leader and provider of quality network service,” Mr Taukobong said.

The Managing Director of Huawei Ghana, Xu Hu, said his outfit was excited about the partnership between Huawei and MTN.

He said “in this era of competition, there is the need for telecommunication companies to continue to invest in the upgrade of their networks.”

Mr. Xu said Huawei would continue to upgrade its network to help MTN maintain its market leadership position.

The Managing Director said Huawei would continue to invest in new infrastructure, adding that the company invested $100 million every year in research and development to deliver quality service to clients.

Responding to MTN’s current poor network service, the Chief Technical Officer of MTN, Hendrik Vorster, attributed the problem to cable cuts and theft of batteries at MTN Network Sites.

He said the company in recent months, had to spend $3 million in importing new batteries.

“We are doing significant network upgrade to improve on our 3G Network,” Mr. Vorster said.

By Kingsley Asare

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