Escotel to launch service guarantee

DQW News Bureau


New Delhi

Escotel Mobile Communications Ltd, the cellular service operator in UP (West), Haryana and Kerala announced the launch of a service guarantee scheme for its customers in these circles. Escotel is the first cellular operator in the country to take such an initiative providing yet another benchmark that enhances customer service levels. 

Service Guarantee is an ultimate reflection of the confidence in the service delivery standards which gets communicated explicitly to the customer in any service industry. Escotel customers in its three circles are now getting guarantee on certain key performance and quality parameters. 

The money-back service guarantee scheme launched by Escotel for all its postpaid customers are based on certain key performance and quality parameters. The parameters covered by the Service Guarantee include activation of a new connection within the guaranteed time, failing which Escotel will refund the required activation amount. It further covers processing of new service change request within guaranteed time; this change is from one plan to another and an error free credit of payments and adjustments. 

In case of defaults on any of these two, Escotel will again refund the customer. The company also proposes to extend the Service Guarantee to other areas of service delivery in future. 

Speaking on the initiative, Rajiv Burman, Chief Officer (Customer Acquisition & Retention), Escotel said, "Customer Relation Management is one of the key focus areas for the company and is committed to provide unmatched service to them. Our service guarantees are an expression of our resolve to ensure that Escotel customers gets an assured standard of customer service every time." 

Escotel Mobile Communications Ltd is a joint venture of Escorts Ltd, and First Pacific Company Ltd of Hong Kong. Escorts Ltd holds 51percent stake in Escotel, while First Pacific holds the balance 49 percent.