Auditors approve Azercell’s Customer Center to acquire next recertification
Baku, Azerbaijan, Dec. 25
Azercell Telecom LLC, a leading mobile communication provider of the country awarded with various quality certificates during the period of its operation, has taken the next step in the achievement of high results in quality standards. As one of the most exemplary Azerbaijani companies in the sphere of customer services, Azercell has successfully completed the recertification of Customer Contact Center EN15838 quality standard. The operation of the company have been evaluated and approved by the international auditors for its full compliance with the terms of recertification process.
In 2011 Azercell became the first company in Azerbaijan, as well as among TeliaSonera Eurasia operations, which was awarded with EN15838, the most prestigious quality certificate in the service sector. Neither governmental organizations, nor private companies in Azerbaijan had obtained this certificate by that time. The certificate was awarded for the high quality performance of Call Center in Azercell. EN15838 quality certificate is the European standard to guarantee high level of customer relations.
This standard was approved by the members of European Free Trade Associations. Currently, the contact centers of different companies in 30 European countries operate based on it. It is only at Azercell's Call Center all work process starting from call receipt to inquiry response and ending with registration of customer feedback is being assessed based on international standards. It should be noted with confidence that Azercell have the most professional call center operating with the European standards in Azerbaijan.
EN15838 is the quality certificate aimed to improve customer satisfaction, reduce the number of dissatisfied clients and develop the competence of call center personnel. Companies holding this certificate are subject to constant audit. In this regard, Azercell works on further improvement to maintain its activities at the highest level.
Azercell Telecom LLC was founded in 1996 and since the first years sustains a leading position on the market. Azercell introduced number of technological innovations in Azerbaijan: GSM technology, advance payment mobile services, GPRS/EDGE, 24/7 Customer Care,M2M,MobilBank, full-time operating Azercell Express offices, mobile e-service "ASAN imza" (ASAN signature) and others. With 48,12 % share of Azerbaijan's mobile market Azercell's network covers 99,8% of the country's population.
Currently, the number of Azercell's subscribers reached 4,5 million people. In 2011 Azercell deployed 3G and in 2012 the fourth generation network - LTE in Azerbaijan. The Company is the leader of Azerbaijan's mobile communication industry and the biggest investor in the non-oil sector. Azercell is a part of TeliaSonera Group of Companies serving 186 million subscribers in 17 countries worldwide with 27,000 employees.