News : Number of Complaints to Bakcell’s Call Center Decreases by 61%
Baku, Azerbaijan, Dec 10, 2015 -- During the last several years, Bakcell, a mobile operator and mobile Internet provider of Azerbaijan, has successfully implemented a number of projects aimed at further upgrading of its network and making it a more reliable mobile communication network.
As a result of large-scale works, the network 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 percent, while the number of internet-related complaints has decreased by 72 percent, as compared with the previous year.
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Over the last 24 months, the company has modernized its mobile network by increasing the number of 3G stations in regions. This in turn has allowed the company to increase the bandwidth and expand the population coverage level of 3G network. Expansion of the coverage area in regions is of great importance for Bakcell.
Therefore the company has increased the number of its base stations especially dedicated to extending the coverage in rural areas and improving the penetration level and related customer experience.
Bakcell today continues making investments in the economy of Azerbaijan through its investments in telecommunication technology and its people who service our customers.
Posted by Veronica Silva Cusi, news correspondent
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Bakcell LLC - was established in March 1994 as a Joint Venture between GTIB and the Ministry of Communication of the Azerbaijan Republic. Bakcell was the first company that began to provide cellular communication services in Azerbaijan.
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