MTN Nigeria has announced the appointment of Egerton Idehen as chief broadband officer, effective in April 2025.
He joined MTN in 2002 as a call centre agent and quickly advanced to call centre manager.
Egerton has held various roles, including customer relationship manager for the high value segment, regional head and senior manager of customer care, senior manager of consumer billing, credit, and digital support, and general manager of customer operations.
Egerton expanded MTN’s service agent workforce from 1,000 to over 10,000 in just two years through his foresight and expertise in scaling operational efficiency.
This expansion ensured seamless support for over 70 million customers through the pioneering Service Everywhere initiative.
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Also, during his tenure as high value segment manager, he increased MTN’s premium customer portfolio by 3 percent, reduced churn by 5 percent, and met call centre performance targets with 80 percent service levels and 90 percent answer rates, all while keeping agent attrition below 4 percent.
His innovative approach also led to a 50 percent improvement in service levels and a 15 percent reduction in operational costs by strategically outsourcing 1,500 call centre seats and 5,000 agents.
He holds an MBA from Nanyang Technological University, Singapore, and a Postgraduate Certificate in Business Administration from the University of Leicester, UK.
Egerton is currently pursuing a Doctorate in Business Administration (DBA) in Spain. His executive training includes advanced programs at UC Berkeley, Wharton School, and Georgetown University, which have equipped him with cutting-edge insights in leadership, finance, and public policy.
He spearheaded the design and launch of MTN’s flagship airport lounge. He has received several accolades, including the Best Team Manager Award and recognition for Customer Service Excellence.
