MTN Nigeria has announced the appointment of Egerton Idehen as Chief Broadband Officer (CBBO), effective April 2025.
Egerton joined MTN in 2002 as a Call Centre Agent and quickly advanced to Call Centre Manager. He has held various 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 his foresight and expertise in scaling operational efficiency, Egerton expanded MTN’s service agent workforce from 1,000 to over 10,000 in just two years.
This expansion ensured seamless support for over 70 million customers through the pioneering Service Everywhere initiative.
During his tenure as High Value Segment Manager, he increased MTN’s premium customer portfolio by 3%, reduced churn by 5%, and met call centre performance targets with 80% service levels and 90% answer rates, all while keeping agent attrition below 4%.
His innovative approach also led to a 50% improvement in service levels and a 15% reduction in operational costs by strategically outsourcing 1,500 call centre seats and 5,000 agents.
Dr. Karl Toriola, chief executive officer of MTN Nigeria, commented on his appointment:
“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 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. 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 has been a pioneer in digital transformation within the Customer Relations and Experience function, increasing digital customer interactions from under 5% to 64% and launching Africa’s first fully digital telco retail store.
He also spearheaded the design and launch of MTN’s flagship airport lounge, widely regarded as Nigeria’s finest, significantly enhancing the brand experience for high-value customers and reinforcing MTN’s premium positioning.
He has received several accolades, including the Best Team Manager Award and recognition for Customer Service Excellence.
An avid chess enthusiast, Egerton Idehen is also dedicated to community development, as evidenced by his volunteer work with NGOs such as the Joshua2 Foundation and Brook Besor Foundation.
MTN Nigeria reiterated its commitment to driving the Federal Government’s National Broadband Initiatives, especially following the recent rebranding of its fibre broadband services to FibreX.
