Etisalat Wins NCC Award For Excellent Service

Etisalat has received two awards from the industry regulator, the Nigerian Communications Commission (NCC). The awards are for excellent service and effective collaboration with the Consumer Affairs Bureau to ensure access to Customer Care Helpline, and for regular attendance and effective participation at all NCC outreach programmes.

The awards were presented at the 9th Anniversary of the NCC Telecom Consumer Parliament at the Country Club, Lagos on 6 November 2012. The event was attended by the Executive Vice Chairman, NCC, Dr Eugene Juwah, and NCC Commissioner, Mrs. Biodun Olujimi, among others.

According to the telecoms regulatory body, Etisalat Nigeria has, over the years, provided excellent customer care service and has continued to work hard to meet the set KPIs for customer care service delivery. The criteria used by the Commission in arriving at its decision are  call attempts made to a call centre by any consumer  not to exceed five  times; maximum ring before connection to Interactive Voice Response (IVR) not exceeding five times; and queuing time on IVR before transfer to call centre agent not to exceed five minutes.

Speaking on the award, Chief Executive Officer, Etisalat Nigeria, Mr. Steven Evans expressed the company’s delight at receiving the award, stating that the honour represents a recognition of the company’s customer-centric attitude. He said Etisalat is a company committed to delivering excellent, innovative and quality service to its customers.

“We, at Etisalat, think of ourselves as a customer-focused business with a drive to provide innovative and quality service. We have received a two-time commendation for the quality of our network from the NCC so we are very pleased about these awards, not just because it will be the first time any network will receive such a commendable award for customer service from the industry regulator, but because it is a further proof that we place our customers at the centre of all we do.

Our mission is to add value and make the communication lives of our customers easier by providing a quality network. Quality, not just in the sense of infrastructure, but also in the way we serve our customers. We acknowledge the good work of all Etisalat call centre staff for their dedication and service round-the-clock which has earned us this award,” he said.