Call Center Agent Rises To Become MTN’s Chief Broadband Officer

Leading technology company, MTN Nigeria, has announced the appointment of Egerton Idehen as its new Chief Broadband Officer (CBBO), effective April 2025.

Egerton’s remarkable journey at MTN began in 2002 when he joined the company as a Call Centre Agent. His talent and dedication quickly propelled him to the position of Call Centre Manager, setting the stage for a distinguished career within the organization. Over the years, he has held several pivotal 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.

Through strategic foresight and operational expertise, Egerton led the expansion of MTN’s service agent workforce from 1,000 to over 10,000 within two years. This significant growth supported the company’s Service Everywhere initiative, ensuring seamless support for more than 70 million customers nationwide.

As High Value Segment Manager, Egerton achieved a 3% growth in MTN’s premium customer portfolio, reduced customer churn by 5%, and consistently delivered impressive call centre metrics, maintaining 80% service levels and 90% answer rates, while keeping agent attrition below 4%. His innovative approach also resulted in a 50% improvement in service levels and a 15% reduction in operational costs through the strategic outsourcing of 1,500 call centre seats and 5,000 agents.

Commenting on the appointment, Chief Executive Officer of MTN Nigeria, Dr. Karl Toriola, said, “Our vision at MTN is to always prioritize our customers. Egerton has been instrumental in our customer-centric approach to service delivery. 

He is exceptionally qualified for the role as we aim to expand our fibre penetration in Nigeria, ensuring superior connectivity for our customers. I am confident that MTN will benefit immensely from his extensive experience, his proven track record in developing successful strategies, and his ability to drive business growth and create value.”

Egerton’s academic and professional credentials are equally impressive. He holds an MBA from Nanyang Technological University, Singapore, and a Postgraduate Certificate in Business Administration from the University of Leicester, UK. He is currently pursuing a Doctorate in Business Administration (DBA) in Spain and has completed executive training programs at prestigious institutions including UC Berkeley, the Wharton School, and Georgetown University, enhancing his expertise in leadership, finance, and public policy.

Throughout his career, Egerton has been a pioneer in digital transformation within the Customer Relations and Experience function. Under his leadership, digital customer interactions rose from under 5% to an impressive 64%. 

He also launched Africa’s first fully digital telco retail store, further cementing MTN’s leadership in innovation. His initiatives extended to the design and launch of MTN’s flagship airport lounge, acclaimed as Nigeria’s finest, providing a premium experience for high-value customers and strengthening MTN’s brand prestige.

His contributions have earned him multiple accolades, including the Best Team Manager Award and recognition for Customer Service Excellence.

Beyond his professional achievements, Egerton is passionate about community development. He volunteers with organizations such as the Joshua2 Foundation and Brook Besor Foundation and is an avid chess enthusiast.

MTN Nigeria reaffirmed its commitment to supporting the Federal Government’s National Broadband Initiatives, especially following the recent rebranding of its fibre broadband services to FibreX. Egerton Idehen’s appointment is expected to play a critical role in advancing MTN’s broadband ambitions and delivering superior connectivity across Nigeria.