Ucell Company always attaches special importance to the quality of customer service. In particular, the Department of Information Services for Subscribers, where special attention is paid to the introduction of modern digital technologies in all areas of alternative communication methods and provision of services to subscribers. Along with this, the employees of our department on a regular basis undergo training on the development of professional skills in order to solve various kinds and different complexity of questions from clients.
I would especially like to note that the "Digital Uzbekistan - 2030" strategy and measures for its effective implementation "served as a new stage in the development of a new direction in the Department of Information Services for Subscribers. The creation of the Sales Department and the development of digital channels was initiated, one of the main directions of which is the provision of Outsourcing services.
- Ucell is the first mobile operator in Uzbekistan, which offers a wide range of outsourcing services to clients in different directions.
Today the Company successfully provides outsourcing services, with the help of which you can transfer to the Company's experts some of the production tasks related to servicing business calls. Ucell Call Center offers ready-made solutions and convenient packages that will save time and resources.
You can find more detailed information on all services on the Company's website.
Today Ucell Call-center is not only a close-knit team of professionals, but also modern offices with the latest technical equipment from the world expert in the field of corporate communications and technologies, the American company Avaya.
The functionality, reliability and flexibility of the systems make it possible to speak of a really high level of equipment quality. For example, an automatic call distribution system solves the problem of connecting to the right operator and adjusts the load.
In the first quarter of 2021 alone, the Company's call center received over 2 million calls. The operator's average availability ratio was over 95%, while the average rate of calls served with less than 3 minutes wait was over 96%.
The Department of Information Services for Subscribers also pays attention to alternative communication channels for subscribers. This interaction is through social networks, instant messengers or an interactive voice assistant.
We have successfully implemented and launched contact channels through the Telegram bot, such as "Ask a question" and "Order a call".
For the convenience of using the Company's services, an online store was created on the Company's website, which was integrated with the social network Facebook.
Also, other channels of interaction with subscribers, such as a Personal Account, feedback on the Company's website and the Out of Queue Service, function no less successfully.
The support and customer service department successfully processes over 20,000 calls every month, which are received through alternative ways of contacting the Company.