The mobile operator preserves high level of customer satisfaction all through the different service channels.
Aiming
to meet the daily communication needs of its subscribers with the application
of modern technologies and business solutions, the country's leading mobile
operator Azercell Telekom is constantly expanding its range of services across
all platforms available.
Despite
the lockdown that lasted for the most of 2020, Azercell demonstrated high
performance in various service channels by implementing a more intensive and
efficient response system to customer inquiries. Thus, 95% of 3,950,821
inquires received by Azercell's Call Center in 2020 were responded in a prompt
manner. It is worth noting that 449,337 inquiries were received through online
customer services and 98% of them were answered. Also, 96% response rate was
achieved out of 119,602 inquiries addressed to the Premium support line.
It
should be noted that the average response period for requests by phone was
about 2 minutes, which is a very high indicator in this sphere. The customer
satisfaction rate for Azercell's Call Center in 2020 was estimated at 94%.
During the year, Azercell received 134,350 inquiries from its official
Facebook, Instagram, Twitter, Youtube and Linkedin pages, which were replied by
employees.
It should be noted that despite the intensified and heavy work schedule during
the 44-day Patriotic War, the service quality was maintained at the highest
level through all channels as a result of the efforts of Azercell employees.
Thus, according to the latest statistics, the response rate to the inquiries
received through online channels has increased to 100%.
Even in the long-term
strict lockdown applied due to COVID-19 pandemic, Azercell Customer Service
operated continuously online, and Mobile Customer Service provided free service
to subscribers over 65.
The company has
repeatedly been awarded international certificates for the level of service
provided to customers on social networks and the response to inquiries.
Azercell's "Kabinetim" application was one of the big steps taken
towards increasing customer satisfaction and immediate resolution of
complaints.
Azercell Telecom LLC will further continue its activity towards ensuring the compliance of customer service and customer satisfaction to the highest standards and flexible and convenient response to customer inquiries.
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