As South Africa’s economy slowly starts regaining traction during level 4 of the lockdown, MTN has started re-opening its network of 410 stores nationwide, subject to strict measures being put in place to enhance the safety of customers and staff.
Around eighty percent of MTN’s stores began trading on May 1, with all stores across the network open for trading from yesterday.
Limited trading hours, a strictly controlled shift system, 2m social distancing barrier markings, and regular health-checks are among the key proactive measures MTN has put in place.
“Our focus is on continuing to give customers all the support they need to stay connected to their friends and family. Of course, safety is of paramount importance and we ask all customers going into our stores to please adhere to the protocols in place to help them, and our employees, to stay safe,” says Jacqui O’Sullivan, Executive for Corporate Affairs at MTN.
All measures comply with the specific conditions set out by the National Coronavirus Command Council and the Department of Health. Additional actions include limiting the number of items that can be touched in the store. All display items like handsets, other devices, accessories, starter packs, and Y’ello Trader booklets will be removed from the front of the store, and touchscreens will be switched off.
Biometric devices will be sanitized with alcohol swabs before and after every use, and employees will not be required to handle customer credit cards.
Also, employees will be provided with hand sanitizer, reusable masks, and face screens/ visors. Employees’ temperatures will be monitored daily, using infrared thermometers, and vulnerable staff (for example, those who are pregnant or have chronic health conditions) will continue to work from home.
Other processes to enhance safety include limiting trading hours – until 5 pm from Monday to Friday, and stores will only be open until 1 pm on Saturdays and Sundays. Limited support personnel will be allowed in each store, and two store shifts will be implemented to alternate between working in-store and working from home.
However, customers will still be able to receive the support they need across prepaid and contract services, airtime and data bundle sales, MoMo services, device sales, and sim swaps.
“MTN is ready to scale up the level of services provided in-store as the lockdown levels improve, while our online service channels remain fully operational so that we can provide a full suite of support offerings. We encourage customers who do not need to come into the store to continue using these fast, easy and convenient services online,” says Jacqui O’Sullivan, Executive for Corporate Affairs at MTN SA
“We look forward to welcoming our customers back into our stores and assure them that the highest priority has been placed on managing the risks around COVID-19. We are guided by the new regulations, as well as our risk-adjusted strategy. We are confident that we can meet our commitment to our customers in a manner that protects them and our front-line people,” concludes O’Sullivan.