BAKU, Azerbaijan, Mar.8
By Sadraddin Aghjayev - Trend:
Azerbaijan’s Azercell, one of the major mobile operators in the country has achieved high performance in various service channels through applying a more intensive and efficient system of responding to customer requests, a source in the operator told Trend.
According to the source, in 2020, Azercell's call center received nearly 4 million calls.
"Out of the total number of incoming calls, 95 percent were satisfied," the source added.
Besides, 449,337 requests were received through the online customer support service, 98 percent of which were answered.
"Over the past year, Azercell received a total of 135,000 requests from its official pages on Facebook, Instagram, Twitter, Youtube, and Linkedin, which were also answered by the company's employees," the source also said.
In addition, during 2020, service was provided to almost one million subscribers at Customer Service Centers, Azercell Express offices, Azercell Exclusive stores, as well as through the mobile subscriber service.
"According to the latest statistics, the number of calls received through online channels has increased by one hundred percent," the source noted.
The source also pointed out that even under the long-term strict quarantine regime applied in connection with the COVID-19 pandemic, Azercell's subscriber service was constantly online.
"As a confirmation that Azercell's customer service system, created in 2020, meets the highest international standards, the ISO 10002: 2018 certificate of compliance with the quality management standard/customer satisfaction level/guidelines for handling complaints at enterprises is used.
Azercell became the first mobile operator in Azerbaijan to receive a certificate of compliance with ISO 37001: 2016 ‘Anti-Corruption Management System’ standards.
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