Network-related complaints to Bakcell’s Call Center decreased by 61% last year

Baku, December 10, AZERTAC

During the last several years, Bakcell has successfully implemented a number of major projects aimed at further upgrading of its network and making it the most reliable and best performing mobile communication network in the country. As a result of large-scale works, carried out within the frames of network renovation and unification project, the company has succeeded in setting up most robust network in the country that currently provides better coverage and higher capacity. In addition, the efficiency of operations has improved with the help of the Customer Experience Management System aimed at proactive detection and improving the quality of services through the intellectual analysis of network information to proactively act upon resolution of customer complaints.

The analysis of complaints, received by the company’s Call Center during 2014-2015, shows that the number of network-related complaints has decreased by 61%, while the number of internet-related complaints has decreased by 72%, as compared with the previous year.

“A drastic decrease in the number of network-related calls to the Call Center is yet another proof that Bakcell has the most advanced network. We combine all our efforts in order to provide our subscribers with a superior network and customer experience. We are confident that our company’s efforts aimed at improving the network will result in achievement of perfect customer experience, and next year we will observe even bigger decrease in the number of network-related complaints of our subscribers,” says Chief Customer Care Officer of Bakcell Selda Korkmaz Bostancioglu.

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