The activity of the “Call Center 142” of the Ministry of Labor and Social Protection was greatly appreciated. Following a study conducted by the Media Analysis Center on several criteria, Call Center 142, which is part of the Sustainable and Operational Social Welfare Agency, obtained the highest score.
The study was conducted in the form of a survey. The month-long telephone survey was based on the efficiency of the call center service, the level of communication with citizens, the answers to questions and the criteria for an objective and correct approach to problems solving. Considering these criteria, the activity of the call centers was evaluated at 4 levels on a scale of 10 points. Call Center 142 ranks first among 91 organizations with this indicator.
In the responses of respondents, it was noted that the “Call Center 142” provides detailed answers to citizens’ questions, gives the right direction for solving problems.
It should be noted that the 142 call center operating under the DOST agency has so far answered more than 2.2 million calls from citizens. 41% of appeals came from Baku and 59% from other regions of the country. According to current statistics, the level of citizen satisfaction with “Call Center 142” is 92.6%.
Following recent measures taken to improve the operation of Call Center 142, caller waiting time has been reduced to 48 seconds.