Bakcell reports sharp decline in customer complaints last year

The following is a press release by Bakcell in English:

During the last several years, Bakcell – The First Mobile Operator and The Leading Mobile Internet Provider of Azerbaijan, has successfully implemented a number of major projects aimed at further upgrading of its network and making it the most reliable and best performing mobile communication network in the country. As a result of large-scale works, carried out within the frames of network renovation and unification project, the company has succeeded in setting up most robust network in the country that 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. 

And this in turn has created conditions for providing Bakcell subscribers with first-class mobile communication services, and considerably increased the level of customer satisfaction. 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%, while the number of internet-related complaints has decreased by 72%, as compared with the previous year.

"A drastic decrease in the number of network-related calls to the Call Center is yet another proof that Bakcell has the most advanced network. We combine all our efforts in order to provide our subscribers with a superior network and customer experience. Moreover, employees of Customer Services and Technology departments are handling the network-related complaints of our subscribers in a very fast and efficient way, while taking all the appropriate measures in order to solve the customers’ concerns within the shortest possible time. After the problem is solved, the customer is being contacted and informed about the results. We are confident that our company’s efforts aimed at improving the network will result in achievement of perfect customer experience, and next year we will observe even bigger decrease in the number of network-related complaints of our subscribers”, says Chief Customer Care Officer of Bakcell Ms. Selda Korkmaz Bostanchioglu.

It should be noted that over the last 24 months, the company has modernized its mobile network by increasing the number of 3G stations by 100%, especially in regions.  This in turn has allowed the company to increase the bandwidth by 72% and expand the population coverage level of 3G network by 14% to 95.3% and geographical coverage by 27% to 75.9%. 

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. The frequency spectrum was restructured and re-farmed in the most optimal way to support high data speeds used by the latest generation high-quality data services, in order to provide the subscribers with the speeds up to 42 Mbps over 3G DC-HSPA network, and up to 225 Mbps over its LTE-A network.