By Ayanda Dlamini
MTN Eswatini has intensified its focus on customer experience and data protection by training 400 frontline agents in customer-centricity and sales excellence, thereby reinforcing its commitment to service delivery and brand integrity.
The training session, held at the IDM campus, brought together agents from across the country, including those operating at kiosks, shops, service centers, and informal street points that sell airtime, data, and MoMo services.
The initiative was designed and delivered internally by MTN teams as part of the company’s broader strategy to strengthen service standards and protect customer information.
Opening the session, Acting CEO Jerry Soko reaffirmed MTN’s customer-first philosophy, calling the customer the company’s “north star.”
“Our customers choose us every day. Protecting them is our priority. How we serve, support, and safeguard their information is non-negotiable. Trust is the brand we build every day,” Soko said.
He urged agents to treat every customer interaction as an opportunity to build loyalty and reinforce trust, emphasizing that frontline teams play a critical role in shaping the brand’s reputation.
Soko further encouraged agility in responding to customer feedback, noting that daily insights gathered by agents must be quickly channeled to leadership to ensure rapid resolution of challenges and continuous improvement.
He emphasized that maintaining a strong feedback loop is essential to keeping the business responsive and competitive. The company also used the platform to reinforce its zero-tolerance policy on fraud and misconduct.
Soko warned that any involvement in scams undermines the company’s integrity and erodes public trust. “The brand is built on trust. Once broken, it is difficult to restore. Each of us is a guardian of customer trust, and vigilance must be part of our daily behavior,” he said.
MTN Fintech CEO Sam Shongwe echoed the call for greater responsibility, particularly in data protection.
He stressed that agents are custodians of sensitive customer information and must handle it with the highest level of care. “Protecting customer information is not optional; it is a responsibility,” Shongwe said, highlighting the company’s transition from manual logbooks to more secure digital systems to strengthen compliance and operational security.
The session also featured Assistant Commissioner Nicholas Jele of the Royal Eswatini Police Service, who addressed agents on fraud prevention and ethical conduct. Jele cautioned against financial misconduct, noting that living beyond one’s means is often a common driver of criminal activity.
Agents received additional training on compliance requirements and MTN’s 2026 strategic priorities, with an emphasis on regulatory compliance and frontline fraud detection.
Several agents shared personal testimonials on service excellence. Nontsikelelo Nkambule from Mankayane emphasized the importance of consistently delivering quality service, while Mbongseni Khumalo highlighted how dedication and continuous learning have contributed to his professional growth, including earning performance-based incentives.
The initiative is part of MTN’s broader investment in human capital development, aimed at strengthening customer confidence and enhancing operational excellence across its distribution network.
By equipping its frontline teams with the skills to deliver consistent service and safeguard customer data, MTN is positioning itself to maintain trust, enhance customer satisfaction, and support sustainable business growth.