“Azercell Telecom” LLC has passed through the next asessment confirming compliance of its Customer Service management to the highest international standards. The Company has obtained the next certificate of compliance under ISO 10002:2018 (Quality Management /Customer Satisfaction/ Guidelines for Complaints Handling in Organizations).
To achieve the certificate Azercell successfully passed the recertification audit on March, 16 of the current year in accordance with international standards. The quality assurance was conducted by “Bureau Veritas Azeri” LLC.
ISO 10002: 2018 certification displays the quality of work carried out by “Azercell Telecom” LLC with customers. The international standard assesses the process of receiving, handling, responding to and resolving complaints about products and services. It also sets out the requirements for more effective management of incoming complaints.
The analysis of complaints handling procedure is said to have a direct impact on the subsequent improvement of the quality of products and services. Therefore, the audit takes into account such factors as increasing customer satisfaction, prompt and diligent response to complaints, dealing with all incoming comments and improving the level of customer service. The assessment also considered special trainings for the personnel on dealing with customers, conducting the necessary reviews to increase the efficiency of the process and the extent of impact of these steps on productivity.
Aiming to simplify the customers’ lives through modern technologies and business solutions, Azercell is currently offering the various services to its subscribers on all available platforms. The Company has repeatedly been awarded with international certificates for the level of service provided to customers on social media and the response to inquiries. Even during the strict quarantine regime applied due to COVID-19 pandemic in the country, Azercell Customer Services has uninterruptedly operated online, while Mobile Customer Services provided free support to those over the age of 65. Azercell's “My Cabinet” application has become one of the major steps taken towards increasing customer satisfaction and resolving complaints immediately.
ISO (International Organization for Standardization) is an international standard-setting body composed of representatives from various national standards organizations. So far, the federation has set thousands of standards for goods, services and best practices in the fields of management, technology and business. It is to note that, Azercell Telecom first received a certificate of compliance with the ISO 10002 Standard in April 2011.
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The leader of the mobile communication industry, the largest taxpayer and the biggest investor of the non-oil sector of Azerbaijan “Azercell Telecom” LLC was founded in 1996. Currently, 5 million subscribers choose Azercell services. Mobile operator controls 49% of market share; while its geographical coverage constitutes 99.2% (excluding the occupied territories); and population coverage 99.8%. Azercell was the pioneering mobile operator to introduce a number of innovations in Azerbaijan, including GSM technology, advance payment system, mobile internet services, 24/7 call center service (*1111), 7/7 Front Office service, Azercell Express offices, M2M services, 4G technology, mobile and online customer care services and customer services through social media, mobile e-signature service “ASAN Imza” etc. Azercell tested 5G pilot network for the first time in the country in the frame of “Bakutel 2019” exhibition. Rapidly increasing 4G network of Azercell covers nearly 60 regions of the country, including Baku and Absheron peninsula. According to the results of mobile network quality and wireless coverage mapping surveys by international systems, Azercell’s 4G network demonstrated the best results among the mobile operators of Azerbaijan. Azercell is the only company in Azerbaijan and CIS region which has been awarded Gold Certificate of International “Investors in People” Standard.