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The main cellular operator studies Name Heart
outcomes for 2023
Aiming to supply superior customer support, Azercell has
efficiently ensured well timed responses to its subscribers’ inquiries
and complete evaluation of their strategies and suggestions.
In 2023, Azercell’s Name Heart obtained roughly 3 million
calls, with the typical decision time (ART) being about 2.2
minutes, which is a notably excessive efficiency in comparison with the
globally accepted customary of 6-7 minutes.
Azercell, additional boosting the standard of its buyer care
companies, has launched a technological innovation on this discipline.
In November 2023, the corporate launched the primary synthetic
intelligence-based digital assistant, which supplies full service
within the Azerbaijani language. The AI-powered bot named AiCell
instantly executes many companies with out redirecting prospects to
the Name Heart operators, aiding in processing subscribers’
requests extra promptly. Thus, Azercell dealt with extra inquiries in a
shorter time, successfully saving its prospects time. It needs to be
famous that the communication features and repair capabilities of
the digital assistant are regularly evolving, and within the upcoming
months, the bot will present two extra self-service features.
Moreover, Azercell continued to supply service by way of digital
channels. Over the past yr, the corporate obtained almost 1.5
million inquiries by on-line channels, whereas about 440,000 of
them had been addressed by way of social networks. At present, Azercell
supplies buyer companies on Fb, Instagram, Twitter,
LinkedIn, and YouTube platforms.
Additionally, final yr, Azercell obtained the “ISO 18295-1:2017:
Necessities for buyer contact facilities” certificates for
offering buyer care companies in keeping with worldwide
requirements.
Because of these initiatives, Azercell’s Name Heart
Buyer Satisfaction Index reached 94.9% in 2023 – considerably
surpassing the worldwide benchmark of 85%.
It’s value noting that Azercell’s Name Heart could be reached
by the *1111 quick quantity that operates 24/7, the landline
numbers 012-4904949 (for Pay as you go Line subscribers) and 012-4905252
(for Postpaid Line subscribers), in addition to by the Kabinetim
app, which ensures on-line communication.
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