Tamale: Mr Stephen Blewett, Chief Executive Officer of Mobile Telecommunications Network (MTN Ghana), has acknowledged the issue of long queues at MTN stores across the country and highlighted ongoing efforts to resolve the situation.

According to Ghana News Agency, Mr Blewett addressed concerns during this year’s MTN Media and Stakeholders Forum in Tamale, where he shared that a significant portion of customer visits, over 45%, are related to SIM swaps and PIN resets. He emphasized the need for improved systems to manage these requests, stating, “If we can give people the ability to do SIM card swaps themselves, it would significantly reduce store visits.”

He noted that there are currently three million MTN customers with eSIMs who are not utilizing them. Mr Blewett explained that eSIM users do not need to visit stores for processes that can be completed remotely, thereby reducing foot traffic in physical locations.

The forum, which was attended by selected media practitioners and stakeholders from northern regions, provided a platform for MTN Ghana to discuss its operational progress and future plans. Mr Blewett revealed that MTN is developing a new system to streamline eSIM and SIM swap processes, with a target for implementation by the end of the year.

Furthermore, Mr Blewett identified that 20% of customer visits are for PIN resets. By addressing SIM swaps and PIN resets, MTN aims to decrease in-store queues by nearly half. To further alleviate congestion, the company plans to increase staff at call centers and stores, adding 400 new employees nationwide.

In a bid to enhance customer convenience, MTN Ghana is committed to establishing 300 additional community stores by the end of the year, allowing customers to access services without traveling long distances.