The leading mobile operator answered more than 2 million customer inquiries in the first half of this year
In line with its strategic goal “Easing Connectivity, Empowering Lives”, Azercell Telecom LLC – the choice of 5 million subscribers – continues to provide high-level service to its customers through various platforms.
According to the results of the first half of 2022, the satisfaction level of Azercell call center customers is 94%. The average handling time (AHT) for 1.4 million requests received by phone is around 2 minutes, which is rather high compared to the global industry standard of 6 minutes and 10 seconds.
About 125,000 requests were effectively answered via Azercell’s official Facebook, Instagram, Twitter, YouTube and LinkedIn pages, in addition to 500,000 requests quickly answered via online customer support services.
In the first six months of 2022, an additional 400,000 customers were served face-to-face through the company’s Front Office, Azercell Express offices, Azercell Exclusive stores, as well as mobile customer support services.
Customer inquiries were mainly related to mobile internet services, balance information, payment and service subscription.
It should be noted that the company has received several international certificates for the high level of service provided to customers and the prompt response to their requests.
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