Nigeria’s most innovative and fastest growing telecommunications service provider, 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.
These awards were presented at the 9th Anniversary of the NCC Telecom Consumer Parliament held at the Country Club in Lagos on the 6th of November 2012. The event was attended by the Executive Vice Chairman, NCC, Dr Eugene Juwah, the NCC Commissioner, Mrs. Biodun Olujimi amongst other dignitaries
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 5 times; maximum ring before connection to Interactive Voice Response (IVR) not to exceed 5 times; and queuing time on IVR before transfer to call centre agent not to exceed 5 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 award represents a recognition of the company’s customer-centric attitude. He further commented that Etisalat is a company committed to delivering excellent, innovative and quality services to its customers.
‘We at Etisalat think of ourselves as a customer-focused business with a drive to providing innovative and quality services. 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 also 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.
He added that every quarter Etisalat holds interactive customer fora with its loyal customers pan Nigeria to identify keys areas in its business that require attention. These fora, he said have helped the company improve on its services to customers.
It would be recalled that in March 2009 and December 2011, Etisalat Nigeria had also been rated as the best telecommunications service provider for good Quality of Service (QoS) by the Nigerian Telecommunications Company (NCC) based on the Quality of Service Key Performance Indicator audit report released by the regulator.